Senior Quality & Assurance Controller- Catering Services

KELVIN CATERING SERVICES & FACILITIES MANAGEMENT (EMIRATES) LLC


Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time
Job Description

Key Objectives

  • Establish robust quality and assurance frameworks across all catering operations
  • Develop and implement Standard Operating Procedures (SOPs)
  • Implement and monitor Service Level Agreements (SLAs)
  • Drive process improvement using Lean / Six Sigma (DMAIC) methodologies
  • Ensure contract compliance, cost control, and service consistency across all ADNOC sites
  • Enhance customer satisfaction and employee experience

Key Roles & Responsibilities

Quality, Process & Governance

  • Develop, document, and maintain clear SOPs for all catering support and operational activities
  • Conduct process mining and mapping to document “as-is” and improve workflows
  • Implement and manage SLA frameworks for internal and external stakeholders
  • Define KPIs, accountability matrices, and performance metrics
  • Apply Lean / Six Sigma (DMAIC) principles to reduce waste, errors, and inefficiencies
  • Ensure consistent service quality across 140+ ADNOC sites

Operations & Contract Management

  • Manage and verify approximately 350 Release Orders (ROs) per month
  • Review and approve daily catering task orders, minor works, and local maintenance orders
  • Administer catering service contracts and ensure compliance with contractual terms
  • Evaluate contractor performance and recommend contract amendments or renewals
  • Conduct contractor pre-qualification and maintain performance records
  • Supervise contracts related to catering, commissariat services, and drinking water supply

Catering Operations Oversight

  • Ensure smooth catering operations, adequate stock levels, and proper stock rotation
  • Oversee food quality, hygiene standards, and compliance with contract specifications
  • Direct menu planning to ensure variety, nutrition, and quality
  • Assist in food & beverage menu development and special event catering
  • Plan and execute special banquets, VIP functions, Ramadan services, and corporate events
  • Supervise catering management team members and ensure effective workforce deployment

Health, Safety & Compliance

  • Liaise regularly with the Occupational Health Department
  • Implement and monitor HACCP and all food safety, hygiene, and HSE requirements
  • Conduct regular onshore and offshore inspections
  • Ensure full compliance with ADNOC HSE standards and regulatory guidelines

Customer & Employee Experience

  • Interact with clients to gather requirements and oversee food presentation and service
  • Address employee feedback, comments, and complaints with immediate corrective actions
  • Use customer feedback, journey mapping, and sentiment analysis to drive service improvements

Business Support & Development

  • Support the transition to a Revenue Center model
  • Assist in business development initiatives related to catering services
  • Provide input on pricing strategies, budgeting, and cost optimization
  • Plan and negotiate procurement of catering equipment and furniture
  • Support mobilization of systems, staff, and equipment for catering services

Job Requirements

Minimum Qualifications

  • Preferably a Master’s Degree in a relevant field (Quality, Operations, Hospitality, Facilities Management, or Engineering)

Professional Experience

  • Minimum 5–7 years of direct experience in a Senior Quality Control or Quality Assurance role
  • Proven experience in catering, hospitality, facilities management, or large-scale service contracts
  • Strong exposure to multi-site operations (onshore & offshore preferred)
  • Demonstrated experience in SOP development, SLA management, and process improvement

Skills & Competencies

  • Strong knowledge of quality assurance frameworks and auditing
  • Experience with Lean / Six Sigma / DMAIC methodologies
  • Contract administration and contractor performance management
  • Excellent stakeholder management and communication skills
  • Strong analytical, reporting, and problem-solving abilities
  • High attention to detail and compliance mindset

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