[{{ $ctrl._job.status.name | translate}}] Director of Operational Innovation & Learning Development
The St. Regis Doha

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Job description

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.



JOB SUMMARY

Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Verifies that quality processes meet company’s mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.

 

CANDIDATE PROFILE

 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the 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; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

 

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Leading Quality Assurance Team

• Trains team members and managers on problem solving, process improvement and strategic planning techniques

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Coaches managers on adopting the Total Quality Management leadership style.

• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality tools.

• Uses data collection methods to compile, display, track, and analyze defect trends.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and confirms appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all properties that meets or exceeds guest expectations. Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all properties that meets or exceeds guest expectations.

 

LEARNING & DEVELOPMENT FUNCTIONS:

 

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision. The position works with the Executive Committee and property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.

CORE WORK ACTIVITIES

 Managing and Administering Employee Training

- Coordinates property compliance training programs such as CPR, PAR, Business We Do, Harassment, Fire Safety, Food Handling, OSHA, etc.

- Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team.

- Promotes and informs employees about all training programs.

- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

- Administers and delivers core training initiatives in compliance with corporate training and development standards. Core training initiatives include Orientation, Leadership Skills, Trainer Certification, Diversity Training, and Management Development Program.

- Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

- Ensures adult learning principles are incorporated into training programs.

- Develops, implements and maintains a management orientation program to introduce new managers to the expected leadership behaviors and management skills (e.g., financial management, human resources skills). Managing Employee Development programs

- Provides additional training to participants to increase skills (e.g., HR skills).

- Helps employees identify specific behaviors that will contribute to service excellence.

- Oversees the Management Development Program.

- Coaches managers to enhance own performance and to improve the performance of employees.

- Develops specific training to improve service performance.

- Works with leadership team to determine development needs of managers.

- Designs, develops and delivers a supervisory development program to build effective supervisory skills.

- Drives brand values and philosophy in all training and development activities. Developing Training Program Plans

- Develops and maintains an annual or quarterly training calendar.

- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

- Develops implements and maintains a property orientation program for employees to introduce the company and the culture.

- Selects, trains and develops an internal training cadre to support delivery of technical skills training programs. Evaluating Training Program Effectiveness

- Aligns current training and development programs to effectively impact key business indicators.

- Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.

- Measures transfer of learning from training courses to the operation.

- Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.

- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

 

  

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Doha, Qatar
Department
Rooms division
Starting in
As soon as possible
Contract duration
Indefinite

The St. Regis Doha

Steeped in Middle Eastern mystique, The St. Regis Doha presents seductive interiors styled in modern opulence by the tranquil blue Arabian Gulf, as towering sand dunes and ancient architecture paint a magnificent landscape for discerning travelers.

Our elegant facilities include a cornucopia of signature restaurants, a world-class Remède Spa, and a 1,850-square-meter Grand Ballroom. Some 160 meters of direct beachfront access features private cabanas and water sports activities.

All 336 guest rooms and suites boast seductive gulf views. Second-floor rooms are distinguished by open terraces that provide opportunities for awe and seclusion. Whatever the request, St. Regis Butler Service is available any time, day or night.

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