Mgr Quality📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Manager of Quality to join their team in Medina, Al-Madinah Al-Munawarah. This full-time position is responsible for implementing quality assurance processes that align with the company's mission and brand standards, meet target customer needs, ensure employee satisfaction, and drive continuous improvement at the property level. The role champions the Quality function and fosters support for necessary changes.

Key Responsibilities

The Manager of Quality will oversee various aspects of quality assurance and guest experience, including:

• Coaching managers on adopting a Total Quality Management leadership style.
• Conducting monthly audits to ensure compliance with company and brand standards.
• Making and executing decisions to advance property goals.
• Directing property quality efforts to address critical customer requirements.
• Assisting with the regional and/or company-wide implementation of best practices.
• Facilitating process improvement teams, ensuring systematic processes and achievable, measurable improvements.
• Ensuring management practices align with quality tools through training in quality sciences.
• Utilizing data collection methods to compile, display, track, and analyze defect trends.
• Demonstrating and communicating key drivers of guest satisfaction for the brand's target customer.
• Analyzing issues and identifying trends.
• Reviewing guest feedback with the leadership team and ensuring appropriate corrective action is taken.
• Responding to and handling guest problems and complaints.
• Maintaining visibility and interfacing with customers regularly to gather feedback on product quality, service levels, and overall satisfaction.
• Modeling service behaviors that meet or exceed guest expectations.

Qualifications and Experience

Candidates must meet one of the following educational and experience criteria:

• A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, combined with 3 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
• A 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, combined with 1 year of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Work Location and Type

This is a full-time position based in Medina, Al-Madinah Al-Munawarah.