Learning and Quality Manager

Role Overview

Learning and Quality Manager at The Ritz-Carlton, Doha, a 5-star luxury resort property of Marriott International located in Doha, Qatar.

Company Overview

The Ritz-Carlton, Doha is a 5-star resort situated along the Arabian Gulf, featuring 374 elegantly designed rooms and suites, award-winning restaurants, world-class Spa facilities with a state-of-the-art Fitness Center, indoor and outdoor pools, a private beach, a Club Lounge, and extensive meetings and events spaces. The property has been operating for almost 24 years and is part of Marriott International's portfolio of luxury brands.

Role Purpose

Implement quality assurance processes and verify that training and development activities are strategically linked to the company's mission, vision, brand standards, and customer needs. Champion the Quality function, drive continuous improvement at the property level, build support for change, and verify employee satisfaction.

Key Responsibilities

Managing Quality Assurance Goals

• Attend daily executive committee meetings to provide real-time updates on hotel performance and address guest incidents.
• Attend monthly department meetings to enhance quality training.
• Present and share weekly analysis on defect trends, guest feedback, and recommendations on focus areas.
• Coordinate weekly quality meetings focusing on guest voice, top incidents, and business standard audits.
• Record, track, and communicate progress of quality-related activities to executive committee members, managers, associates, and the corporate office.
• Facilitate problem-solving meetings to verify systematic processes are adhered to and quality tools are used to achieve resolution.
• Facilitate process improvement teams, verifying use of systematic processes and confirming improvement is achievable and measurable.
• Immerse in operations to better understand issues and defects faced on the ground.
• Drive several initiatives for business standard audits and guest voice.
• Conduct monthly audits to verify compliance with company and brand standards.
• Make and execute necessary decisions to keep the property moving forward toward achievement of goals.
• Direct property quality efforts to address critical customer requirements.
• Complete other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partner with Learning & Development to train executive committee members and managers on problem-solving, process improvement, and strategic planning techniques.
• Develop specific training designed to improve service performance.
• Drive brand values and philosophy in all training and development activities.
• Partner with L&D team to verify transfer of learning takes place between the hotel and classroom.
• Identify performance gaps and work with managers to develop and implement appropriate training to improve performance.
• Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Managing Quality Tools

• Verify that management practices at all levels are aligned with quality tools.
• Verify the tools for continuous improvements are in place and being utilized.
• Use data collection methods to identify, compile, display, track, and analyze defect trends.

Managing the Guest Experience

• Review guest feedback with leadership team and verify appropriate corrective action is taken.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Support operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms including social media and TripAdvisor.

Qualifications & Experience

Education and Experience

Either of the following combinations

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, plus 4 years of experience in 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, plus 2 years of experience in 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 teach to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and cost control.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical capability.

Desirable Experience

• Operations background; depending on hotel facilities, rooms or food and beverage background may be preferred.
• Previous training in guest relations.
• Previous experience using database, word processing, spreadsheet, graphic, and statistical computer applications.
• Experience or training in Six Sigma or Total Quality Management (TQM).

Skills & Competencies

• Quality management practices and teaching ability.
• Data collection methods.
• Budget preparation and cost control.
• Statistical measurement tools.
• Presentation skills.
• Problem-solving and process improvement methodologies.
• Strategic planning.
• Detail orientation and analytical thinking.
• Database, word processing, spreadsheet, graphic, and statistical computer applications.
• Guest relations and customer service.

Additional Information

Benefits and Support

• 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.
• Various opportunities for internal growth both locally and internationally within Marriott International properties.
• Consistent and reliable support to ensure access to tools and knowledge to reach full potential and achieve goals.
• Competitive package inclusive of accommodation, flight tickets, transportation, and meals.
• Exclusive training and leadership development programs.
• Recognition and rewards for exceptional service.
• Preferential Members Rates at Marriott Hotels Globally.
• Dining and Wellness discounts for family and self.
• Medical Insurance Coverage.
• HR team dedicated to associate success and wellbeing.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated and is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.