Quality and Brand Experience Manager|Management Office (VAJ)

ABOUT THE FUNCTION

Lead the Brand Experience performance within the hotel, nurturing continual improvement to achieve the highest Guest Experience, Service Excellence, Standards Conformance, and Brand Message that enables returns on Financial, Loyalty, and Advocacy.

Acting as an internal consultant and mentor, assesses the cause and effect of communicated needs, and advises and implements appropriate solutions. Works across departments to provide proactive solutions to improve guest experience and service standards. These solutions may not always be training solutions, however, could be related to management, morale, equipment or systems.

Implement long-term strategies as identified by Corporate, enabling EHG to achieve sustainable business performance, and focus on driving continual improvement in line with EHG Quality & Brand Experience Policy. In alignment with the overall EHG Brand Experience structure, work in close partnership with Brand Marketing to deliver the desired Brand Experience across all ambassadors journey and guest touch points.

WHAT YOU WILL NEED TO SUCCEED

• Degree in Quality / Hospitality / Business Management or Equivalent

• Training Qualification / Studying for a Training qualification

• Experience of facilitating senior groups of staff (essential)

• Minimum 2 years’ experience in Quality Management/Strategic Management/Business Excellence role, preferably in the service industry sector

• Expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project

• Detailed knowledge of process management methodologies (including process mapping)

PERFORMANCE DRIVEN CULTURE; WHAT WILL YOU BE MEASURED AGAINST

• Enhance Operational excellence and delivery of brand service experiences

• Delivery of specific projects within set time scales that will contribute to business and / or personal growth
• Strategy for brand service immersion

• Customer satisfaction (Mystery Shopper score or Trip Advisor ranking)

COMPETENCIES

• Put Customer First

• Drive for Results

• Learning

• Disrupt & Challenge

• Resilience

• Adaptability

WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.