Learning and Quality Manager

Role overview

Quality assurance and improvement

• Attend executive and department meetings to share performance updates, address guest incidents, and enhance quality training.
• Analyze defect trends, guest feedback, and business standard audits; recommend focus areas and coordinate weekly quality meetings.
• Track quality-related activities and facilitate problem-solving and process-improvement teams.
• Observe operations, drive business standard audits and guestVoice initiatives, and conduct monthly compliance audits.
• Direct property quality efforts toward critical customer requirements and property goals.

Training and guest experience

• Partner with Learning and Development to train leaders in problem solving, process improvement, and strategic planning.
• Develop service-performance training, reinforce brand values, verify learning transfer, and work with managers to address performance gaps.
• Review guest feedback, verify corrective action, and incorporate guest satisfaction into department meetings.
• Engage with guests for feedback and support leaders responding to complaints across social media, TripAdvisor, and other platforms.

Education and experience

• A relevant two-year degree plus four years of related experience, or a relevant four-year bachelor's degree plus two years of related experience.
• Hotel business experience or knowledge, understanding of quality management and data collection, and ability to teach quality practices.
• Knowledge of budget preparation and cost control, working knowledge of statistical measurement tools, effective presentation skills, attention to detail, and analytical ability.

Desirable experience

• An operations background, including rooms or food and beverage experience depending on hotel facilities, is desirable.
• Guest relations training, computer applications experience, and Six Sigma or TQM training or experience are desirable.

Schedule

• The role is listed as full time.

Workplace

• The posting identifies the position at The Ritz-Carlton, Doha, and states it is not remote.