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Emaar Quality & Brand Experience Specialist|Management Office (VUQ) in United Arab Emirates

Quality & Brand Experience Framework

  • Collate data from relevant reports as well as guest feedback mechanisms to provide overall trending

  • Monitor all external and internal feedback channels to ensure performance

  • Document the progress of Quality Improvement Projects and initiatives and collating relevant information

  • Typing up reports as necessary and taking meeting minutes (and distributing both) as required

  • Complete any administrative procedures required for training requests, purchase requests, expense claims, etc. to assist the Group Quality and Brand Experience Director as required

  • Maintain and update a repository of resource materials, course/tutorial notes etc.

  • Identify process improvement opportunities within the organization

  • Research and share insights to industry trends related to Guest Experience and share benchmark data comparisons to assess industry-level standings

  • Monitor document management policies across the Group

  • Monitor and track Brand Standards and potential exemptions throughout the Emaar Hospitality Group

  • Conduct IBU visits to keep up with the operational understanding

  • Conduct Mystery Visits in line with Standard checklists and provide IBUs with necessary feedback to improve Brand Service Improvements

  • Prepare and provide Business Review Meeting Reports for the Group on monthly basis

  • Facilities and monitors MBO and KPI updates as required for the Group Quality & Brand Experience Department

  • Tracks and support Policy and Procedure updates as required for the Group on the Intranet Portal

  • Supports the department effectively and efficiently in handling the day-to-day activities

  • Prepares the required reports weekly, monthly quarterly and bi-annually basis

  • Performs all other tasks as assigned by the Group Director of Quality & Brand Experience

Operational Excellence Framework

  • Support the Service culture implementation across the Emaar Hospitality Group

  • Ensure that all necessary systems and procedures are in place to satisfy all customer requirements and audits

Department Budget

  • Monitor the annual department budget and addresses over/under utilization

  • Provide suggestions for underutilized budget to be channelled to initiatives/activities that would impact the department’s capability to improve Guest Experience further

Communication

  • Facilitate distribution and cascading key messages to the Group’s Quality & Brand Experience Team

  • Manage information to be distributed from all sources as required

  • Facilitate the follow-up on all the initiatives / action plans that resulted from the QITs and report on the progress made

  • Monitor IBU quality KPIs and keep all relevant people informed of progress made against project deadlines and Business KPIs

  • Update all quality documentation and communicate changes to the team

  • On behalf of the Group Director of Quality and Brand Experience, communicate with personnel at all levels, internally and externally, in relation to Quality and Brand Experience matters

Continuous Professional Development

  • Keep professional skills and knowledge updated, to keep aware of best practice in all areas of accountability and be able to ensure their effective application to meet the Company’s needs.

  • Accountable for the delivery of specific projects within set time scales that will contribute to business and / or personal growth.

  • Identify and implement opportunities for new initiatives/project focus to enhance individual team and Company performance.

  • Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

QUALIFICATIONS, EXPERIENCE & SKILLS

Minimum Qualifications:

  • Degree in Quality / Hospitality / Business Management or Equivalent is preferred

  • Training Qualification / Studying for a Training qualification is preferred

  • Expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project

Job-Specific Knowledge & Skills (Indicate required level: basic, intermediate, advanced or expert):

  • Hotel Operations experience

  • High degree of business acumen, strategic thinking and planning

  • The ability to manage multiple simultaneous objectives

  • High attention to detail and accuracy

  • Strong written and oral communication skills

  • Demonstrated ability to partner and collaborate across broad range of seniority

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