Quality Manager

Job description / Role

Employment: Full Time

Overview / Basic Function

Facilitates the efficient operation of the residences and ensures proper rent and maintenance of the apartments. Serves as a liaison between the hotel and the residents and is also the contact person and resource for all residents. Supervises front desk as well as valet operation for the residences, works within budgeted guidelines established by the property, and manages guest activity related hotel functions by monitoring standards.

• Build a base of high net worth individuals and manage strong relationships with these individuals leading to the successful solicitation and retention of their related business.
• Secure active participation in key associations including chambers of commerce and cultural societies, developing specific strategies and action plans for each association.
• Communicate all aspects of Rosewood Abu Dhabi in a positive manner that enhances the positioning of the hotel within the community.
• Respect the functional hierarchy of the Rosewood Abu Dhabi management structure and operate in accordance with management direction.
• Support the finance director in matters of government and cultural protocol as directed by the managing director.
• Convert all government-related enquiries into tangible contracted business.
• Develop a strong retention and customer lifecycle within government sectors.
• Aggressively secure a high utilization of processes from government-related clients and ensure compliance at all times.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Administer and update hotel compliance policy and be knowledgeable of company policies and procedures.
• Work closely with all executive team members in achieving hotel's goals and objectives.
• Enforce legal and fiscal obligations as mandated by government agencies in compliance with professional standards.
• Maintain a file for all original operating licenses and permits of the hotel.
• Interact in a courteous and professional manner with all guests, staff, and community members.
• Responsible for employee compliance with hotel policies and procedures. Initiate disciplinary action when appropriate.
• Develop and implement an effective legal and regulatory compliance program.
• Ensure sound internal controls and monitor adherence to them.
• Draft and continuously revise company policies.
• Proactively handle audit processes, practices, and documents to identify weaknesses.
• Evaluate business activities (e.g., business continuity, GDPR compliance) to assess compliance risk.
• Collaborate with external auditors and HR when needed.
• Set plans to manage a crisis or compliance violation.
• Educate and train employees on regulations and industry practices.
• Address employee concerns or questions on legal compliance.
• Keep abreast of internal standards and business goals.
• Ensure that standards are maintained at a superior level on a daily basis.
• Develop and direct all front office staff, as well as valet, through ongoing training programs and daily reiteration of procedures.
• Coordinate and monitor all guest requests and amenities with corresponding departments.
• Coordinate deep cleaning schedule and special engineering needs with relevant departments.
• Resolve resident complaints and maintenance issues.
• Provide concierge services to residents, as per established contract.
• Make regular inspections of grounds including but not limited to landscaping, amenities, and common areas.
• Assist in regular inspection of all apartments to ensure proper maintenance of each unit.
• Report any emergency to proper authorities.
• Provide general supervision of the residence area by being visible and available and by establishing and maintaining good rapport with the residents.
• Ensure check-in and checkout inventories are properly handled.
• Participate in annual budget for rooms division.
• Select, interview, hire, and train staff according to Rosewood standards.
• Ensure payroll and purchasing budget is maintained as agreed to in the annual budget review.
• Achieve maximum revenue each month by maintaining the highest possible average rate and occupancy each month.
• Coordinate with sales department the leasing agreement for long-term contracts.
• Perform all other duties as required.

Qualifications

Experience: Experience working within the Abu Dhabi government departments. An understanding of the structure and working of Abu Dhabi tourism departments.

Company Industry: Travel, Hotel & Tourism

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