Director of Quality and Learning

About the company

Your legacy starts with us At The Ritz-Carlton, Doha, we invite you to experience refined luxury where timeless elegance meets true Qatari hospitality. Situated along the pristine shores of the Arabian Gulf for almost 24 years, our 5-star resort features 374 elegantly designed rooms and suites, award-winning restaurants, world-class spa facilities with a state-of-the-art fitness center, and impeccable service that defines our legendary brand.

From serene indoor and outdoor pools to a private beach and a club lounge for elevated and personalized experiences, every detail perfectly reflects our commitment to excellence. The property is also ideal for events with a wide selection of meeting rooms, stunning wedding venues, and a dedicated team that thoughtfully plans and tailors to each unique vision.

Whether you’re savoring an afternoon tea in our lobby lounge, watching the city skyline sparkle by night in one of our restaurants, or celebrating an important event, The Ritz-Carlton, Doha, presents a truly remarkable setting for life’s most meaningful moments.

Find purpose in your passion At The Ritz-Carlton, we firmly believe that our ladies and gentlemen are the heart of everything we do and the most important resource in our service commitment to our guests. With passion, genuine care, dedication, and pride, we can achieve common goals and grow together while crafting moments that will be remembered forever.

Which is why at The Ritz-Carlton, Doha, we are currently seeking passionate individuals to join our esteemed team and bring their own unique expertise to our world-famous service philosophy. As an elite hotel in the region with a deep generational legacy, we offer you in return:

In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

At more than 100 award-winning properties worldwide, The Ritz-Carlton ladies and gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful, and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Your tasks

Our expectations from the role Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Position works with direct reports, general managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

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

• Ensures 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 ensures 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.

Managing and conducting human resources activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in quality assurance.
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to standard and local operating procedures (SOPs and LSOPs), and supports the peer review process.
• Conducts annual performance appraisal with direct reports according to standard operating procedures.
• Champions change, ensures brand and regional business initiatives are implemented, and communicates follow-up actions to team as necessary.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz-Carlton has earned the reputation as a global brand leader in luxury hospitality.

Requirements

Education and experience

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

What we offer

• A rewarding career within one of the most recognized and prestigious luxury brands in the world.
• Personal and professional development plans with curated training materials and guidance from highly skilled and experienced colleagues in the industry.
• Various opportunities for internal growth both locally and internationally within the portfolio of Marriott International properties.
• Consistent and reliable support to ensure you always have the tools and knowledge to harness your full potential and reach your goals.
• A competitive package, inclusive of accommodation, flight tickets, transportation, meals, and more:

• Exclusive training and leadership development programs
• Recognition and rewards for exceptional service
• Preferential members rates at Marriott hotels globally
• Dining and wellness discounts for your family and you
• Medical insurance coverage
• An HR team dedicated to your success and wellbeing

As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

Other

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.