Quality Assurance Executive
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Key skills for this role
About the Role
Marriott International is seeking a Quality Assurance Executive for JW Marriott in Dubai to safeguard and elevate the 5-star luxury experience. The role involves conducting luxury audits, delivering training on LQA and Forbes standards, managing guest feedback, and designing personalized guest experiences.
Key Skills for This Role
Responsibilities
- Conduct rigorous internal luxury audits against LQA and Forbes standards
- Deliver impactful luxury standards based training programs for operational departments
- Manage full lifecycle of guest feedback from collection through analysis, response and resolution
- Design and personalize exceptional guest experiences exceeding expectations of luxury travelers
Requirements
- Bachelor's degree in hospitality management, Hotel Administration, Business Administration or related field
- Minimum 3 5 years progressive experience in luxury hospitality operations (Front Office and/or F&B) within a 5 star luxury hotel
- Operational knowledge of LQA and Forbes Travel Guide standards
- Exceptional written and verbal communication skills in English
Full Job Posting
Job Summary
- Operational role dedicated to safeguarding, elevating and consistently delivering the 5 star luxury experience
- Reports to Director of Quality
- Serves as hotel's internal expert on LQA and Forbes Travel Guide standards
Core Work Responsibilities
- Plan and execute structured internal inspections calendar across all operational departments
- Compile detailed audit reports and lead corrective action plans
- Develop and facilitate department specific training programs on LQA and Forbes criteria
- Deliver coaching on emotional intelligence and personalization
- Monitor and analyze guest feedback across all channels
- Draft professional responses to guest reviews
- Map and refine end to end guest journey
- Develop and implement structured personalization strategy
- Collaborate cross departmentally for seamless guest experience
- Monitor luxury hospitality trends and propose innovations
Candidate Profile
- Bachelor's degree in hospitality management, Hotel Administration, Business Administration or related field
- Minimum 3 5 years progressive experience in luxury hospitality operations (Front Office and/or F&B) within 5 star luxury hotel
- Operational knowledge of LQA and Forbes Travel Guide standards
- Strong ability to collect, analyze, and interpret guest feedback data
- Exceptional written and verbal communication skills in English; additional language is advantage
- Experience delivering impactful training programs for diverse hospitality teams
Personal Attributes
- Attention to Detail
- Emotional Intelligence
- Cultural Sensitivity
- Composure Under Pressure
- Passion for Excellence
- Discretion & Integrity
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