Learning and Quality Manager

About The Ritz-Carlton, Doha

The Ritz-Carlton, Doha, is an iconic luxury resort located on the shores of the Arabian Gulf, known for refined elegance and authentic Qatari hospitality. With 374 beautifully appointed rooms and suites, award-winning dining, spa and fitness facilities, plus exclusive event spaces, it offers exceptional experiences designed to create lasting memories. The hotel prides itself on impeccable service delivered by a dedicated team committed to excellence and personalized guest care.

Role Overview

The Learning and Quality Manager plays a vital role in implementing quality assurance processes and ensuring training initiatives are aligned with the company’s mission, brand standards, and customer expectations. This leadership position drives continuous improvement and employee satisfaction, championing quality management within the property.

Key Responsibilities

• Provide daily updates on hotel performance and guest incidents during executive meetings and conduct regular department quality training sessions.
• Analyze defect trends and guest feedback weekly, sharing actionable insights and recommending focus areas.
• Organize weekly quality meetings addressing guest experience, incident management, and compliance audits.
• Monitor and communicate progress of quality initiatives to stakeholders across the hotel and corporate teams.
• Lead problem-solving sessions ensuring adherence to quality tools and systematic processes for effective resolution.
• Facilitate process improvement teams to implement measurable enhancements aligned with operational objectives.
• Engage closely with operations to understand and address on-ground challenges affecting quality.
• Drive multiple initiatives targeting business standard audits and guest satisfaction metrics like GuestVoice.
• Conduct monthly audits ensuring compliance with corporate and brand standards and make decisions advancing property goals.
• Collaborate with Learning & Development to train leadership on problem solving, process improvement, and strategic planning.
• Design training programs to enhance service delivery and embed brand values across all levels.
• Identify performance gaps and partner with managers to deploy targeted educational interventions.
• Coordinate with HR on associate recognition programs linked to quality process involvement.
• Ensure management practices consistently utilize quality tools and continuous improvement methods.
• Analyze quality data to track defect patterns and improvement progress.
• Review guest feedback regularly with leadership and verify responsive corrective actions.
• Promote guest satisfaction as a central topic in departmental meetings to foster ongoing enhancements.
• Maintain visibility among guests to solicit direct feedback on service and product quality.
• Support leaders in managing guest concerns and public feedback on social and review platforms.

Candidate Profile and Qualifications

• Education: Either a 2-year degree with 4 years relevant hospitality experience or a 4-year bachelor’s degree with 2 years in guest services, front desk, housekeeping, sales, marketing, or operational management.
• Experience or knowledge of hotel operations and quality management techniques.
• Familiarity with data collection and statistical measurement tools.
• Skills in budget preparation, cost control, and effective communication and presentation.
• Detail-focused and analytically minded.
• Preferred: Experience in operations (rooms or food & beverage), guest relations training, proficiency in related software applications (databases, spreadsheets, graphics), and Six Sigma or TQM training.

Additional Information

• Job Number: 26132274
• Job Category: Procurement, Purchasing, and Quality Assurance
• Location: West Bay Lagoon, Doha, Qatar (Onsite)
• Job Type: Management
• Schedule: Full Time

Working at The Ritz-Carlton, Doha

Join a prestigious global luxury hotel known for delivering exceptional guest experiences. Employees enjoy numerous benefits including professional growth opportunities, curated training, internal mobility across Marriott International’s portfolio, comprehensive support, competitive compensation packages with accommodations, travel, meals, health coverage, and wellness discounts. The company champions diversity and inclusion, ensuring a welcoming environment for all associates.

Commitment to Excellence

The role requires upholding the Ritz-Carlton Gold Standards which form the foundation for exceptional service. The company fosters a culture that values creativity, dedication, and thoughtful hospitality, empowering employees to succeed and excel in their careers.