Quality & Brand Experience Specialist|Management Office (VUQ)

at  Emaar Properties

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

MINIMUM QUALIFICATIONS:

• Degree in Quality / Hospitality / Business Management or Equivalent is preferred
• Training Qualification / Studying for a Training qualification is preferredExpert 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

Please refer the Job description for details