Quality & Continuous Improvement Manager at IHG® - DFC


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Hotel Management
Job Level
Do you see yourself as a Quality & Continuous Improvement Manager?
What's your passion? Whether you're into scuba
diving, golf or dancing the tango, at IHG we're interested in you. We love
people who apply the same amount of passion and precision to their jobs as they
do to their hobbies.  Imagine working for a company that gives you Room to
be yourself.  Our commitment to our people is to deliver room to have a
great start, to learn and grow, to perform, to be recognized and rewarded, to
be involved and to take the initiative and lead. 

The InterContinental Hotels
Group (IHG) properties in Dubai Festival City consist of three hotel brands.
These include the luxury brand InterContinental, the superior upscale Crowne
Plaza and the lavish long-stay InterContinental Residence Suites. In addition
to over 1000 bedrooms, the four properties boast a selection of high quality
restaurants and bars, an impressive 3,800 square meter Event Centre across two
levels, the 5,000 square meters Festival Arena by InterContinental, the
luxurious Spa InterContinental, state-of -the-art gymnasium facilities, and
swimming pool facilities. 

We are looking for
confident, sophisticated and internationally-minded people to join over 1200
colleagues who are committed to maintaining the highest standards of luxury,
quality and service which define our company.  We value the passion and
enthusiasm of our colleagues, and encourage you to share your passion when you
work with us.

At the moment we're looking for a Quality & Continuous Improvement Manager to join our energetic, enthusiastic and
passionate team at InterContinental Hotels Dubai Festival City.

Reporting directly to the Regional General
Manager and the Hotel Managers, the primary
responsibility of this role is to co-ordinate, manage and administer the IHG
DFC Quality programs and to be responsible and accountable for the
implementation on the Quality audit program including; training, liaising &
coordinating of any third party contract auditors.  To drive the Quality & Continuous
Improvement of Guest Experience and Brand Compliance of Hotels by ensuring that
systems, platforms and tools are established and available to support the Regional
General Manager with new initiatives and innovations that will help further improvement
of Ways of Working and delivering Great Hotels Guest Love.  To act as specialist consultant who shares
with the team best practices and initiatives to assist in leveraging IHG DFC
operations scale & knowledge.

The key responsibilities are:
  • Develop team commitment and cooperation
    on Quality related matters.
  • Drive Continuous Improvement (TQM) framework to
    facilitate and focus on process improvement in order to drive Guest
  • Review and facilitate
    the communication of all feedback received (internal, external), and
    ensure an efficient response and follow up from the respective area.  Ensure all managers are actively
    reviewing and managing the feedback received.
  • Analyze
    and communicate guest satisfaction, guest feedback, mystery shopper
    reports, telephone test call, events surveys and internal/external quality
    review results and trends.
  • Highlight
    areas of strength and areas for improvement based on analysis of key
    results, assisting Managers on their strategies and objectives on a monthly
  • Review
    the alignment of business objectives for each department, providing
    assistance in action planning and progress reviews on a monthly basis.
  • Facilitate
    with timely corrective action planning, implementation, and follow up of
    all areas for improvements identified through the quality reviews.
  • Coordinate
    internal third party mystery shopping assessments and any other
    measurement mechanism to evaluate performance.
  • Support and organize training for key
    hotel management systems.  Ensuring
    relevant senior and middle managers are proficient in the use of
    the reporting tools: HeartBeat, Mystery Shoppers, QEM, Signature
    calls, MSS and MSTS.
  • Work
    together with L&D department to define key areas of focus and training
    needs using audit and compliance reporting where required.
  • Ensure implementation and compliance
    with Brand Standards. Track and communicate status of Management Action
    Planning (MAP) approval submission and MAPs completion progress status to Regional
    General Manager and Hotel Managers.
  • Collaborate with departments to review
    their processes and work on solutions to improve efficiency, time
    management and productivity (flowchart processes and root cause analysis
    to identify gaps or inconsistencies).
  • Support brand standards initiatives and
    projects implementations.

    Ideally, you'll have some or all of the
    following qualifications and experience we're looking for:

    Required Skills:
    • Bachelor's Degree in Business,
      Hospitality Hotel Administration, or two to four years demonstrable work
      experience in a leadership role, hotel operations, revenue management, or
      business excellence.
    • A minimum of 2 years in a Quality and
      Continuous Improvement Role, preferably within a hotel and 3 – 5 years of hotel
      operations experience.
    • Strong ability to impact and influence
      senior management teams to work better together in a systematic way that drive
      sustaining operational improvement.
    • In depth knowledge of the hospitality
      business, so as to be able to advise hotel management on hotel processes and
      what drives guest satisfaction
    • Ability to analyze information,
      diagnose root cause, propose and implement relevant solutions based on factual
    • Possess strong organizational,
      coordination, analytical, problem solving and interpersonal skills
    • Knowledge and skills in TQM would be
      given preference.
    • A dynamic team player
    • Drive accountability among all relevant
      stakeholders to actively support Quality and Continuous initiatives.
    Desired Skills:
    • Prior work experience in a multi-unit
    • Diverse operational experience across
      varied geographical regions.
    • Verbal / Written Fluency in Arabic

    • Demonstrated experience in organizing
      & coordinating multiple assignments and projects
    • Demonstrated understanding of hotel
    • Demonstrated commitment to a compliance
      and or quality function
    In return we'll give you
    a competitive financial and benefits package including accommodation, free
    meals on duty, hotel discounts worldwide and the chance to work with a great
    team of people. Most importantly, we'll give you the room to be yourself.

    At IHG we are committed
    to developing our team and managing our talent and would encourage internal as
    well as external candidates to apply for any of our vacancies.

    So what's your passion?
    Please apply on-line and tell us how you can bring your individual skills to

    To find out more about us or any other jobs with IHG please look

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