Quality Manager

The Quality Manager is responsible for overseeing the development implementation and continuous improvement of quality standards across all departments of the property. This role plays a key part in ensuring a consistently exceptional guest experience.

Working closely with department heads and leadership the Quality Manager supports operational teams by embedding a culture of excellence accountability and innovationdriving service consistency compliance and guest satisfaction.

Key Responsibilities

• Design implement and monitor property-wide quality assurance programs SOPs and service standards.

• Conduct regular audits and inspections across all operational areas to ensure compliance with brand health safety and regulatory standards.

• Track and report on KPIs related to guest satisfaction service delivery and operational consistency.

• Analyze guest feedback to identify trends and areas for improvement.

• Lead root-cause analysis of service failures and collaborate with departments on corrective actions and guest recovery plans.

• Champion a proactive guest-centric culture.

• Support People & Culture in developing service training programs tied to guest feedback and brand pillars.

• Conduct quality-focused training sessions to reinforce standards and empower Heartists in delivering personalized luxury experiences.

• Coach and mentor departmental trainers and supervisors on service quality best practices.

• Maintain a centralized dashboard of quality metrics feedback channels and audit results.

• Present regular quality performance reviews to the leadership team highlighting wins risks and areas for improvement.

• Lead cross-functional initiatives to elevate service standards and operational efficiency.

• Facilitate brainstorming sessions and quality improvement projects with various departments

Qualifications :

• Proven experience in Quality Management Guest Experience or Operational Excellence ideally within the luxury hospitality sector.
• Strong knowledge of international service and quality standards including LQA and HACCP.
• Demonstrated ability to analyze guest feedback performance data and audit results to drive continuous service improvement.
• Exceptional attention to detail critical thinking and problem-solving skills with a focus on service consistency and operational compliance.
• Strong interpersonal and communication skills with a collaborative leadership style that builds trust and engagement across all levels.
• Experience working with guest feedback and audit platforms and familiarity with performance measurement tools and dashboards.
• Culturally aware and emotionally intelligent with a high degree of discretion and professionalism in guest and team interactions.
• Deep understanding of luxury service expectations brand standards and the delivery of personalized guest experiences.
• Ability to thrive in a high-paced evolving environment managing priorities while maintaining a focus on quality and excellence.
• Solid understanding of local health safety and compliance regulations ensuring strict adherence to all legal and operational requirements.

Additional Information :

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• Fluency in English and Arabic additional languages are a plus
• An ideal candidate is someone passionately service-oriented enjoying the pace and dynamism of a busy hotel environment.
• If you find fulfillment in ensuring guests receive the highest level of service and enjoy working in an upscale fast-paced hospitality setting the role might be the perfect next step in your career.

Remote Work :

No

Employment Type :

Full-time