Learning and Quality Manager

YOUR LEGACY STARTS WITH US

At The Ritz-Carlton, Doha, we invite you to experience refined luxury where timeless elegance meets true Qatari hospitality. Situated along the pristine shores of the Arabian Gulf for almost 24 years, our 5-star resort features 374 elegantly designed rooms & suites, award-winning restaurants, world-class Spa facilities with a state-of-the-art Fitness Center, and impeccable service that defines our legendary brand. From serene indoor and outdoor pools to a private beach and a Club Lounge for elevated and personalized experiences, every detail perfectly reflects our commitment to excellence. The property is also ideal for events with a wide selection of meetings rooms, stunning wedding venues and a dedicated team that thoughtfully plans and tailors to each unique vision. Whether you’re savoring an afternoon tea in our lobby lounge, watching the city skyline sparkle by night in one of our restaurants, or celebrating an important event, The Ritz-Carlton, Doha, presents a truly remarkable setting for life’s most meaningful moments. 

FIND PURPOSE IN YOUR PASSION

At The Ritz-Carlton, we firmly believe that our Ladies & Gentlemen are the heart of everything we do and the most important resource in our service commitment to our guests. With passion, genuine care, dedication and pride, we can achieve common goals and grow together while crafting moments that will be remembered forever.

Which is why at The Ritz-Carlton, Doha, we are currently seeking passionate individuals to join our esteemed team and bring their own unique expertise to our world-famous service philosophy. As an Elite hotel in the region with a deep generational legacy, we offer you in return:

• A rewarding career within one of the most recognized and prestigious luxury brands in the world.
• Personal and professional development plans with curated training materials and guidance from highly skilled and experienced colleagues in the industry. 
• Various opportunities for internal growth both locally and internationally within the portfolio of Marriott International properties.
• Consistent & reliable support to ensure you always have the tools and knowledge to harness your full potential and reach your goals.
• A competitive package, inclusive of accommodation, flight tickets, transportation, meals, and more:

1.  Exclusive training and leadership development programs
2.  Recognition and rewards for exceptional service
3.  Preferential Members Rates at Marriott Hotels Globally
4.  Dining & Wellness discounts for your family and you
5.  Medical Insurance Coverage
6.  An HR team dedicated to your success and wellbeing

OUR EXPECTATIONS FROM THE ROLE:
 

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

CANDIDATE PROFILE 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the 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; 2 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Essential Experience 

• Experience and/or knowledge of hotel business.

• Ability to understand quality management practices and teaches to others.

• Ability to understand data collection methods.

• Knowledge of budget preparation and the control of costs.

• Working knowledge of statistical measurement tools.

• Effective presentation skills.

• Detail orientation and analytical

Desirable Experience 

• Operations background – depending on hotel facilities, a rooms or F&B background may be preferred

• Previous training in guest relations.

• Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.

• Experience/trained in Six Sigma or TQM

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.

• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Coordinates a weekly quality meeting focusing on guest Voice, top incidents, and business standard audits.

• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.

• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.

• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the ground.

• Drives several initiatives for business standard audits and guest voice.

• Conducts monthly audit to verify 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.

• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.

• Develops specific training designed to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality tools.

• Verifies the tools for continuous improvements are in place and being utilized.

• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.

• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).