Managing the feedback received from guests and responsible for monitoring service standards delivery, managing improvement programs and supporting the Business Excellence Manager in developing and maintaining the hotel strategy, monitoring business performance, managing business excellence training and excellence awards submission, as well as with the administration of the department.
Overlooking the guest feedback management processes and associated standards.
Performing tasks related to mystery guest assessments, telephone test calls and emotional engagement audits, including reports, analysis, follow up and recognition.
Supporting colleague involvement through improvement teams, specifically Kaizen teams (training, recognition etc).
Assisting with the development of suitable training materials to support the implementation of the Jumeirah Quality Management system and driving colleague awareness of Business Excellence and quality related principles.
Facilitating improvement projects to identify root cause and eliminate recurring problems/prevent problems from occurring in different areas around the hotel.
Supporting the requirements of the balanced scorecard and strategy.
Remaining up to date with the latest Quality and Business Excellence industry trends.
Supporting the administration of the department (rosters, training, performance appraisals, payments, work orders etc.
Actively seeking new ways to continually improve the procedures in the Business Excellence department.
You will have gained a Bachelor Degree in Business Administration/Statistic or Quality Management and will possess a minimum of 1 to 3 years experience in an operations or business excellence.
Experience of working in a 5 star hospitality environment would be viewed as highly desirable.
You will have good administration, communication, time management and organizational skills, as well as the capability to multitask and strong attention to detail. You will also be a team player, your interpersonal and customer service ability will be excellent.
You will have excellent analytical, problem solving and decision making skills with detailed knowledge of process management methodologies (including process mapping) Expert level proficiency in MS Excel, PowerPoint, Word, Visio.
Demonstrable knowledge of data analysis principles and applications (including use of data analysis tools) with additional knowledge of Project Management principles.