Learning and Quality Manager

Role overview

Education and experience

• A 2-year degree in Business Administration, Hotel and Restaurant Management, or a related major plus 4 years of relevant professional experience; alternatively, a 4-year bachelor's degree in a related major plus 2 years of relevant experience.
• Relevant experience may be in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
• Essential knowledge includes hotel business, quality management, data collection, budget preparation and cost control, and statistical measurement tools.
• Effective presentation skills, attention to detail, and analytical ability are expected.
• Operations background, guest relations training, computer application experience, and Six Sigma or TQM experience or training are desirable; rooms or food-and-beverage background may be preferred depending on facilities.

Quality assurance and improvement

• Attend daily executive committee meetings to report performance and guest incidents, and monthly department meetings to strengthen quality training.
• Present weekly analysis of defect trends and guest feedback, with recommendations; coordinate weekly meetings on guestVoice, top incidents, and business-standard audits.
• Track and communicate quality activity progress to executives, managers, associates, and corporate teams.
• Facilitate problem-solving and process-improvement teams, ensuring systematic methods, quality tools, and measurable improvement.
• Observe hotel operations firsthand; drive audit and guestVoice initiatives and conduct monthly audits for company and brand-standard compliance.
• Direct quality efforts to address critical customer needs and make decisions that advance property goals.

Training and quality tools

• Partner with Learning and Development to train leaders in problem solving, process improvement, and strategic planning.
• Develop service-performance training, reinforce brand values, and verify transfer of learning between hotel and classroom.
• Identify performance gaps and partner with managers to implement training; work with HR on associate recognition for quality involvement.
• Maintain and use quality and continuous-improvement tools; collect, track, and analyze defect-trend data.

Guest experience

• Review guest feedback with leaders and verify corrective action; include guest satisfaction in department meetings focused on continuous improvement.
• Regularly engage customers to gather feedback on product quality, service, and overall satisfaction.
• Support operational leaders in responding to guest feedback, problems, and complaints across platforms including social media and TripAdvisor.

Benefits and development

• The posting describes accommodation, flight tickets, transportation, meals, medical insurance, training and leadership development, service recognition, Marriott member rates, and dining and wellness discounts.
• The employer promotes local and international growth opportunities and professional development support.

Workplace and schedule

• The position is at The Ritz-Carlton, Doha, Qatar, and is listed as full time and not remote.