Quality and Learning Manager

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Job Type Full Time Job Location Abu Dhabi, UAE Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function HR, Recruitment & Training Company Industry Travel, Hotel & Tourism Job summary The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the quality function and builds support for change. Assists with identifying and addressing employee and organizational development needs. The position assists in ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Assists in conducting needs assessments, designing and developing training programs, and facilitating the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment. Candidate profile Education and experience 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Core work activities Quality: Managing quality assurance goals Coaches managers on adopting the Total Quality Management leadership style. Conducts monthly audits to ensure compliance with company and brand standards. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. Directs property quality efforts to address critical customer requirements. Assists with regional and/or company-wide implementation of company best practices. Facilitates process improvement teams, assuring use of systematic processes, and improvement is achievable and measurable. Managing quality tools Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences. Uses 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. Managing the guest experience Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. Responds to and handles guest problems and complaints. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction. Models service behaviors that meet or exceed guest expectations. Training: Employee training programs Promotes and informs employees about all training programs. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Helps employees identify specific behaviors that will contribute to service excellence. Ensures employees receive ongoing training to understand guest expectations. Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills. Meets with training cadre on a regular basis to support training efforts. Observes service behaviors of employees and provides feedback to individuals and/or managers. Evaluating training programs effectiveness Monitors enrollment and attendance at training classes. Meets regularly with participants to assess progress and address concerns. Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills. Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement. Measures transfer of learning from training courses to the operation. Ensures adult learning principles are incorporated into training programs. Developing training program plans and budgets Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance. Assists with making any necessary adjustments to training methodology and/or retrains as appropriate. Aligns current training and development programs to effectively impact key business indicators. Assists with establishing guidelines so employees understand expectations and parameters. Develops specific training to improve service performance. Drives brand values and philosophy in all training and development activities. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Managing training budgets Assists with the development of the training budget as required. Assists with managing budget in alignment with Human Resources and property financial goals. Assists with managing department controllable expenses to achieve or exceed budgeted goals. Utilizes P-card if appropriate to control and monitor departmental expenditures. Occupational safety and health roles and responsibilities Ensuring that training needs analysis is conducted in consultation with departmental heads, to identify general and specific OSH training needs of employees. Arrange required OSH training for all positions in the organization to evaluate as part of the OSHMS. Organize training sessions on OSH aspects and maintain training records. Assess the effectiveness and update or improve training programs as required. Take part in the OSH internal audit as a competent internal auditor. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful, and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and our Service Values. Our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. About the Company Marriott International is the world's largest hotel company based in Bethesda, Maryland, USA, with more than 6,000 properties in 122 countries and reported revenues of nearly $14 billion in fiscal year 2015. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. The company operates and franchises hotels and licenses vacation ownership resorts under 30 brands. Marriott International has more than 500,000 people working worldwide at managed or franchised properties, as well as at corporate offices. The company has been consistently recognized as a top employer and for its superior business ethics. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.