Quality Assurance Manager📣 Job Ad

About the Quality Assurance Manager Role

Capella Hotels and Resorts is seeking a Quality Assurance Manager to join its team in Riyadh, Saudi Arabia. This full-time position focuses on enhancing hotel performance indicators and internal processes through strategic quality initiatives. The role involves close collaboration with various departments to ensure the successful execution of improvement projects and the achievement of desired outcomes.

Key Responsibilities and Duties

• Provide leadership and direction to ensure the delivery of the Capella brand values and vision, fostering exceptional guest and team member experiences.
• Communicate expectations, recognize performance, and drive consistent business results.
• Serve as a role model for delivering flawless, upscale, professional, and high-class guest service experiences, demonstrating expertise in operational matters.
• Champion the Capella Culture and Service Philosophy to inspire team members.
• Analyze guest and operational feedback to recommend key hotel drivers for quality charters, including Tiger Teams and Performance Excellence Planning (PEP).
• Facilitate Tiger Team meetings and oversee project execution to ensure adherence to agreed-upon actions.
• Drive consistent use of Knowcross inspection reports by Departmental Leaders.
• Establish Key Performance Indicators for internal assessments using Knowcross inspection reports.
• Manage and resolve guest complaints and service issues promptly, maintaining records and ensuring guest satisfaction.
• Analyze guest feedback from all channels to identify trends and provide strategic direction for overall rating improvement.
• Monitor and analyze monthly service performance scores, identify root causes, and collaborate with department heads on improvement strategies.
• Present performance results to management using data analysis, root cause analysis, and action plan formulation.
• Provide departmental heads with data analysis on key drivers to facilitate gap analysis.
• Identify opportunities to simplify routine reporting procedures for increased work efficiency.
• Ensure all colleagues understand the importance of LQA and Forbes standards for audit and service performance.
• Ensure departmental assessments are consistently performed according to Forbes standards and the Training Certification Manual.
• Coordinate with internal and external auditors and mystery shoppers to schedule audits.
• Conduct operational audits to identify quality deviations based on customer feedback.
• Monitor the property's competitive standing on review platforms and promote initiatives to enhance its position.
• Implement projects to improve hotel operating procedures and standards, enhancing the company's competitive standing through efficiency and service performance.
• Conduct annual Performance Excellence Planning (PEP) training for all leaders.
• Collaborate with the Training Manager and Department Heads on gap analysis and training initiatives for continuous service score improvement.
• Report any issues, damages, or breakdowns within working areas to ensure defect-free facilities and service amenities.
• Maintain strong working relationships with other departments to ensure effective communication and collaboration.
• Empower team members to exceed guest expectations, delegating responsibility and expecting accountability.
• Monitor team member performance, provide feedback for improvement, recognition, and conduct performance appraisals.
• Mentor team members, guide their growth, and identify short to long-term goals to ensure high colleague engagement and welfare.
• Participate in recruitment activities, including interviewing and succession planning.
• Take ownership of individual team member growth, career progression, and succession planning.
• Proactively identify training needs to enhance team member performance.
• Maintain a professional management image with guests and team members.
• Protect the privacy and security of guests and coworkers.
• Perform all departmental tasks and assist in shift coverage as needed.

Qualifications and Experience

The ideal candidate will possess 5-10 years of relevant experience in quality assurance or a related field within the hospitality industry. A proven track record of driving operational improvements and managing quality initiatives is essential.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a collaborative approach, working closely with various hotel departments to achieve quality objectives.