Training and Quality Supervisor

An Exhilarating Opportunity

Are you ready to be part of our Trailblazing FIVE Tribe that's setting the Gold Standard in Reservations? FIVE Hotels and Resorts is seeking a bold and innovative individual who's passionate about creating unforgettable, Next-Level experiences for our guests and other ‘FIVERs’. Famed for its high-energy lifestyle, entertainment, and culinary offerings, FIVE is the epitome of daring glamour, and includes these famous luxury lifestyle destinations:

• Dubbed the hottest hotel in Dubai, the dare-to-be-different FIVE Palm Jumeirah is home to award-winning restaurants, bars, and Dubai’s #1 rooftop club.
  
• An uber-chic hotel capturing the excitement of new Dubai, FIVE Jumeirah Village is the world's most-reviewed hotel on Booking.com. With 269 private pools and jacuzzies, the hotel promises an exclusive chic penthouse lifestyle.
  
• Switzerland’s ultimate entertainment hotspot, FIVE Zurich’s luxury lifestyle award-winning restaurants, rooftop club and buzzing pool are centered around FIVE’s hallmark musical stylings.
  
• Ready to launch in Q4 of 2023, FIVE LUXE is a prime beach property in Jumeirah Beach Residence. Embodying the unique ‘Vibe at FIVE,’ it will offer ultra-luxe, eco-conscious residences for luxury aficionados.
  

The Team

‘FIVERs’ are cultured yet chic, confident yet self-effacing, and work hard to play even harder. As a FIVE Tribe Member, you'll personify the distinct 'FIVE-Styled Vibe' and use it to create Insta-Perfect experiences for our guests that keeps them coming back for more. If you dream of being surrounded by like-minded individuals who share your passion for delivering unforgettable moments that last a lifetime – then look no further.

The Candidate

Your outstanding communication, leadership, and organisational skills enable you to be a natural self-starter. You're a creative and critical thinker that implements hand-crafted solutions, which set new standards of excellence. You have an eye for detail and exceute tasks with precision and finesse. Your outgoing and approachable nature enables you to connect with other ‘FIVERs’ and key stakeholders, ensuring their Journey at FIVE is nothing short of sensational.

So, have the best time ever by joining our Reservations Team as Training and Quality Supervisor to deliver exceptional experiences across our award-winning lifestyle destinations. Jump on board and unleash your potential in an exciting and buzzing environment that will take your career to new heights!

Sustainable Indulgence at FIVE

FIVE is a leader in sustainable luxury living and hospitality, with its UAE-based destinations being the first and only hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022. The company's science-meets-styled ‘Sustainable Indulgence’ ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. FIVE illustrates its commitment to making ‘Sustainability without Compromise on Luxury Living’ central to its future vision and FIVE LUXE, which is ready to launch in Q4 of 2023, is already on track to acquire LEED Platinum (BD+C). These achievements highlight FIVE’s comprehensive and committed scope of sustainability strategy permeating operations, governance and community.

An Equal Opportunity Employer

The FIVE Tribe represents over 70 nationalities across its over 1500 employees. FIVE is committed to hiring a diverse and inclusive workforce as an equal-opportunity employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a family bonded by common values and goals, celebrating people, culture and diversity.

Key Responsibilities

• Elevates the ‘Vibe at FIVE’ by consistently offering professional, friendly, and engaging Service to Fellow ‘FIVERs’ and other Stakeholders.
  
• Directs FIVE Tribe Members in day-to-day activities related to Quality Control and Training, ensuring adherence to FIVE's industry-leading Standards.
  
• Conducts regular Gap Analyses to identify training areas, aiming to Improve Processes and enhance the Journey at FIVE.
  
• Curates and leads comprehensive Training Programmes for sales, upselling, complaint resolution, and customer-centric solutions.
  
• Continuously monitors, evaluates, and reports Key Performance Metrics that underpins Departmental Systems and individual/team Success to Management.
  
• Initiates a mindset of Continuous Improvement, driving first-in-class Innovations that foster next-level Achievements
  
• Ensures the delivery of stunning Guest Support Services, creating positive relationships with Guests.
  
• Evaluates and monitors the Quality of Agent Calls, conducting premium Quality Assessments to provide visionary Feedback to Management, highlighting Strengths and areas for Improvement.
  
• Champions the FIVE Tribe by assuming Responsibility for Reports and Tracking Team Performance against FIVE’s disruptive goals.
  
• Drives a culture of Excellence and boundary-breaking Achievements within the FIVE Tribe, celebrating the FIVE Tribe's award-winning Successes.
  
• Works behind-the-scenes to create an energising ‘Vibe at FIVE’ and buzzing Training Environment, empowering ‘FIVERs’ to excel in their roles and become Industry Leaders.
  

Requirements

What We’re Looking For

• A proven track record of Successfully Implementing and curating visionary Training Initiatives.
  
• Call Centre and Quality Control experience is a must. Additional customer-related experiences will be considered beneficial.
  
• A strong understanding of Best Practices in Quality Assurance.
  
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
  
• Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
  
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
  
• Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.
  
• Next-Level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights.
  
• Find creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  
• Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  
• ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
  
• Impeccable communication skills, both verbal and written, with fluency in English.
  
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

Benefits

Unmatched ‘FIVER’ Benefits

• Immerse yourself in the dynamic and exhilarating ‘FIVE Vibe,’ where no two days are the same. Discover a work environment that encourages creativity, innovation, and bold ideas.
  
• Experience rapid career advancement opportunities that allow you to grow and develop within the company. Receive mentorship and guidance from experienced professionals who are invested in your success. Build a fulfilling career path that aligns with your passions and aspirations.
  
• Enjoy attractive incentive opportunities that recognise your hard work and dedication. Be rewarded for your achievements and contributions to FIVE's success.
  

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