Quality Manager

Job Description

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OVERVIEW / BASIC FUNCTION :

To embed Quality Assurance as a key discipline within the organization.

Raise awareness of Quality Assurance across the organization and, in particular among other members of Operations.

Introduce Quality Assurance concepts and tools..

Manages all aspects of the internal auditing process, including audit planning, audit script preparation and execution and follow up on the results.

Operations as early as possible in the development life cycle and well before auditing is scheduled to commence.

Ensures that failed audits are appropriately classified, communicated to Hotel Management and action plan implemented.

Trains and coaches colleagues in property on quality assurance.

Facilitates the efficient operation of the Residences and ensures proper rent and maintenance of the apartments. Serves as a liaison between the hotel and the residents and is also the contact person and resources for all Residents.

Supervises Front Desk as well as valet operation for the Residences, works within budgeted guidelines established by the property, manages guest activity related hotel functions by monitoring standards.

RESPONSIBILITIES :

To build a base of high net worth individuals and to manage strong relationships with these individuals leading to the successful solicitation and retention of their related business.

To secure active participation in key associations including Chambers of Commerce, Cultural societies, developing specific strategies and action for each association.

To communicate all aspects of Rosewood Abu Dhabi in a positive manner that enhances the positioning of the hotel within the community.

To respect the functional hierarchy of the Rosewood Abu Dhabi management structure and to operate in accordance with management direction

To support the Finance Director in matters of Government / Cultural protocol as directed by Managing Director.

To convert all Government related enquiries into tangible contracted business.

To develop a strong retention and customer lifecycle within Government sectors.

To aggressively secure a high utilization of processes from Government related clients and ensure compliance at all times

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Administer and update hotel compliance policy and be knowledgeable of companies policies and procedures

Work closely with all Executive team members in achieving hotel's goals and objectives.

Enforce legal and fiscal obligations as mandated by government agencies in compliance with professional standards.

Maintain a file for all original operating licenses and permits of the hotel.

Interact in courteous and professional manner with all guests, staff and community members.

Responsible for employee compliance with hotel policies and procedures. Initiate disciplinary action when appropriate.

Develop and implement an effective legal / regulatory compliance program

Ensure sound internal controls and monitor adherence to them

Draft and continuously revise company policies

Proactively handle audit processes, practices and documents to identify weaknesses

Evaluate business activities (e.g. business continuity, GDPR compliance etc.) to assess compliance risk

Collaborate with external auditors and HR when needed

Set plans to manage a crisis or compliance violation

Educate and train employees on regulations and industry practices

Address employee concerns or questions on legal compliance

Keep abreast of internal standards and business goals

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Ensure that standards are maintained at a superior level on a daily basis.

Develop and direct all front office staff, as well as valet through ongoing training programs and daily reiteration of procedures.

Coordinate and monitor all guest requests and amenities with corresponding departments.

Coordinate deep cleaning schedule and special engineering needs with according departments.

Resolve resident complaints and maintenance issues.

Provide Concierge Services to Residents, as per established contract.

Make regular inspections of grounds including but not limited to landscaping, amenities and common areas.

Assist in regular inspection of all apartments to ensure proper maintenance of each unit.

Report any emergency to proper authorities.

Provide general supervision of the Residence area by being visible and available and by establishing and maintaining good rapport with the residents.

Ensure check in and checkout inventories are properly handled.

Participate in annual budget for Rooms Division.

Select, interview, hire and train staff according to Rosewood standards.

Ensure payroll and purchasing budget is maintained as agreed to in the annual budget review.

Achieve maximum revenue each month by maintaining the highest possible average rate and occupancy each month.

Coordinate with Sale department the leasing agreement for long term contracts.

All other duties as required.

QUALIFICATIONS :

Experience : Experience working within the Abu Dhabi Government Departments.

An understanding of the structure and working of Abu Dhabi tourism departments.

Education : Education to graduate level.. Post graduate preferable but not essential.

Overseas study preferable but not essential for the position.

General skills : Positive communication skills in Arabic and English. To display a high level of

professional respect for Grooming standards and to personally present professionally in accordance with Rosewood Abu Dhabi grooming standards.

Technical Skills : To have a high level of cultural sensitivity and understanding of how the cultural works. Strong presentation skills to communicate sales and marketing direction to a range of audiences via power point presentations.