Learning and Quality Manager

About the role

The Ritz-Carlton, Doha is seeking a Learning and Quality Manager to champion the Quality function and build support for change across the property. The role implements quality assurance processes, verifies that training and development link to the company's mission, vision, brand standards and customer needs, and focuses on continuous improvement and employee satisfaction.

Key responsibilities

• Manage quality assurance goals: attend daily executive committee meetings and monthly department meetings, present weekly analysis of defect trends and guest feedback, coordinate weekly quality meetings and drive business standard audits and guest voice initiatives.
• Record, track and communicate quality progress to executives, managers, associates and the corporate office, and facilitate problem-solving and process-improvement teams.
• Partner with Learning & Development to train executives and managers on problem solving, process improvement and strategic planning, and develop training that improves service performance.
• Verify that management practices align with quality tools and that data collection methods are used to track defect trends.
• Review guest feedback with leadership, incorporate guest satisfaction into departmental meetings, and support operational leaders in handling complaints on social media and review sites.

Required profile

• 2-year degree in Business Administration, Hotel and Restaurant Management or a related major with 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations or a related field; or a 4-year bachelor's degree with 2 years of experience.
• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teach others, and 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 thinking.
• Desirable: operations background (rooms or F&B), guest relations training, and experience with databases, word processing, spreadsheets, graphics and statistical software.

Required skills

• Quality management and quality assurance
• Data collection and analysis
• Budget preparation and cost control
• Statistical measurement tools
• Desirable: Six Sigma or TQM

What we offer

• A career within a recognised luxury brand, with personal and professional development plans and internal growth opportunities.
• Competitive package including accommodation, flights, transportation, meals and more.
• Training and leadership development, recognition and rewards, and preferential Marriott rates.
• Dining and wellness discounts, medical insurance coverage and an HR team supporting success and wellbeing.