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Manager, Quality Assurance and Guest Experience

 Manager, Quality Assurance and Guest Experience 


At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn. 

Nestled between the calm turquoise waters of the Arabian Gulf and the majestic Dubai skyline, Atlantis, The Palm is the crown of the world-famous Palm island in Dubai. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.

About the role

The primary objective of the Manager, Quality Assurance and Guest Experience is to support the Director, Quality Assurance and Guest Experience in driving a sustainable resort guest experience performance by implementing an effective management system and driving continuous process improvement across all operations departments in-line with Kerzner brand directives. This role focuses on improving both customer and employee understanding of the brand's value proposition, designing and activating guest experience strategies and technologies, prioritising a customer's viewpoint in any decision-making processes, and keeping track of key performance indicators (KPIs). The Quality Manager will also be responsible for providing leadership in driving Quality including Forbes Standards and operational efficiency/success at Atlantis, Dubai. The incumbent will work with both property-based leaders to help each resort reach their full potential in the areas of Quality (Guest Experience) by guest engagement, the value of product offering and preserving/increasing the asset value.

This position has key objectives for the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel. This is achieved by monitoring the daily guest experience scores and guest feedback received via a number of platforms and be able to effectively communicate this information to the hotel team. You need to animate and proactively monitor all social media content, effectively communicate this information to the hotel team and coordinate with the department through training the teams to optimise the overall guest experience culture within the hotel.

About you

The Ideal candidate will have a bachelor's degree in Hospitality Management, and have at least 5 years' experience in Quality Management/Quality Assurance within a hospitality environment, or a good understanding of hotel operations and processes, especially Front Office. You will also have experience in the implementation of a business excellence model (e.g EFQM).

You will also have strong administrative abilities, accompanying a strong customer focus, strong interpersonal skills & organisational skills, and proficient skills in Microsoft Office / Outlook / Excel / Word / PowerPoint. It is also essential that you have had previous experience with Opera PMS. ReviewPro/Medallia knowledge is also highly advantageous.

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.




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