Manager, Quality
Kerzner International
- Dubai
- Permanent
- Full-time
(11680)At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests' expectations at every possible turn.Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple's retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it's our passion.About the roleAs the Manager, Quality, you will support the Director, Quality in driving a sustainable resort guest experience performance by implementing an effective management system and driving continuous process improvement across all operational departments in-line with Kerzner brand directives. This role focuses on improving both guest and employee understanding of the brand's value proposition, designing, and activating guest experience strategies and technologies, prioritising a guest's viewpoint in any decision-making processes, and keeping track of key performance indicators (KPIs).You will manage the guest satisfaction feedback programme and train and develop a team who handle guest feedback in line with the brand positioning of Atlantis, the Palm and Atlantis the Royal, and capture accurate and direct guest satisfaction feedback data. Another key part of this role will be to maintain highest data integrity through sound, systematic and transparent data processing methods, and setting and monitoring guest satisfaction KPI targets, and cascade organisational targets down to departmental level. You will also analyse and report feedback data to operations on a regular basis, whilst providing guidance for implementation of secondary feedback channels as and when required by the organisation, such as survey forms, focus-group feedback, etc.About youThe successful candidate will have at least 5 years of experience in Quality Management in a hospitality environment and/or experience in the implementation of a business excellence model (e.g. EFQM) and/or other Quality Management methodologies such as ISO, PDCA, DMAIC, Design Thinking. You will also have at least a bachelor's degree in hospitality, scientific or management related fields and have strong computer literacy/ fully conversant with Power BI, Microsoft Word, Excel, and PowerPoint.It is essential that you have strong analytical skills, presentation skills, interpersonal skills, organisational skills, and strong stakeholder management, as well as leadership abilities, and strong communication skills.Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.