About Jumeirah Group:

For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality market with its unwavering Stay Different™ brand promise. Its award-winning destinations, including the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience. Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities.

In response to the evolving preferences of travellers today, Jumeirah Group is also pivoting towards the rapidly growing wellness tourism sector. Grounded in the principles of lifelong learning, longevity, and inclusivity, Jumeirah Group is re-fashioning its approach to position wellness as not just an accompaniment to its guests' stays, but a central tenet of their overall experience. With 13 award-winning Talise Spas nestled across Jumeirah Group’s properties, this transformation is evident in the group’s current endeavours to integrate wellbeing into every facet of the guest journey. 

Beyond holistic wellbeing and spa experiences, the Group’s expansive portfolio also includes Jumeirah Restaurants, a Dubai-based full-service hospitality provider with 85 acclaimed food and beverage brands, ranging from casual dining venues to Michelin starred fine dining concepts; J Club, Dubai’s leading lifestyle and wellness destination; Jumeirah One, the Group’s dedicated recognition and rewards programme; and The Emirates Academy of Hospitality Management, the region’s only fully accredited third-level academic institution delivering specialised degree programmes in hospitality management.

As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world-class environments as we solidify our legacy as a trailblazer in both luxury hospitality and wellness.

Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity.

About the Job:

An opportunity has arisen for a Manager - Quality & Specialist Projects to join Jumeirah Group & Corporate. The main duties and responsibilities of this role:

Guest Experience / Mystery Shopping Point of Contact: 

• Acts as the main point of contact for hotel leaders in matters related to guest experience and mystery guest programs.
• Reviews hotel performance on a weekly and monthly basis and identify areas where hotels can be supported to improve their performance.

Training:

• Develops content for training materials, self-service tools, supports with hotel communication, including creating comms plan as well as communication templates.
• Continually strives to improve the knowledge base on Quality related topics including but not limited to guest experience surveys, guest satisfaction and mystery guest programs.  
• Conducts online and in person training sessions, as well as 1 to 1 tailor made guest experience and mystery guest performance sessions.  

Rooms Operations:

• Supports Rooms Operations related topics including audits, pre-opening and opening initiatives and processes.

Special Projects & Administration:

• Willingness to support planned and ad-hoc project work. 
• Some degree of administration, including meeting follow ups, purchase requests, IT platform maintenance will be required.
   

About you:

• Hospitality and/or Business diploma degree from a reputable institution 
• Substantial Hotel background / experience, with prior roles as a department head in areas like Front Office, Operations Manager, Conference & Events operations.
• Hotel PMS, Opera, HotSOS, Advanced – Excel, PowerPoint & Work
• Responsiveness and effectiveness, with a keen awareness of urgency and importance for diverse stakeholders. Utilizing decision-making skills to ascertain the most suitable resolutions within company guidelines and the best interests of all involved parties
• Occasionally able to travel within the region, staying overnight as needed. 

About the Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, flights home, life insurance, incentive programs, children’s education assistance and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.