Mgr Quality📣 Job Ad

About the Role

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

Quality Assurance Management

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audits to ensure compliance with company and brand standards.
• Makes and executes necessary decisions to advance property goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of best practices.
• Facilitates process improvement teams, ensuring the use of systematic processes and measurable improvements.

Quality Tools and Data Analysis

• Ensures management practices at all levels align with quality tools by providing training in quality sciences.
• Utilizes data collection methods to compile, display, track, and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes issues and identifies trends to inform quality improvements.

Guest Experience Management

• Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken.
• Responds to and resolves guest problems and complaints effectively.
• Maintains visibility and interfaces with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.
• Models service behaviors that consistently meet or exceed guest expectations.

Required Experience

Candidates should possess 2-5 years of relevant experience in quality assurance or a related field within the hospitality industry.

Application Process

We invite qualified candidates to apply for this position to contribute to our commitment to excellence in guest satisfaction and operational quality.