Quality Executive at Marriott International Inc
Dubai, دبي, United Arab Emirates -
Full Time


Start Date

Immediate

Expiry Date

05 Feb, 25

Salary

0.0

Posted On

23 Jan, 25

Experience

0 year(s) or above

Remote Job

No

Telecommute

No

Sponsor Visa

No

Skills

Social Media, Reviews, Continuous Improvement, Service Levels

Industry

Hospitality

Description

ADDITIONAL INFORMATION

Job Number25007847
Job CategoryAdministrative
LocationThe Westin Dubai Mina Seyahi Beach Resort & Marina, Dubai Marina, Dubai, United Arab Emirates, United Arab Emirates
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

POSITION SUMMARY

The position is responsible for being a support role in driving quality assurance processes and ensuring all training and development activities are strategically linked to the company’s mission and vision, brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function with process improvement practices and data analysis techniques, with a thorough understanding of the brand, culture and hotel operations.
This role provides guidance and leadership to all high-guest-contact associates working alongside with the HODs to deliver the brand promise. The Quality Executive must support in ensuring brand programming is activated and enlivened in all guests contact areas and act as a brand guardian and advocate.

IMPROVING THE GUEST EXPERIENCE

  • Regularly review chat reports in Marriott’s CRM system to ensure guests are receiving chat communications in brand voice, and develop chat templates that ensure the most common responses are answered consistently
  • Ensure all Digital Guest Experience touchpoints are executed to the target performance levels
  • Reviews all forms of guest and customer feedback with leadership team and ensures appropriate corrective and preventive action is taken
  • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
  • Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Supports operations leaders on responding and handling guest feedback, problems and complaints e.g. social media, TripAdvisor
Responsibilities

Please refer the Job description for details

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