Cluster Quality Manager - Human Resources - InterContinental Hotels Group® Dubai Festival City
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Key skills for this role
About the Role
InterContinental Hotels Group at Dubai Festival City seeks a Cluster Quality Manager to lead luxury service excellence across four hotels. You will own the guest journey, drive brand audits, analyze feedback, and collaborate with Learning & Development to deliver world-class service.
Key Skills for This Role
Responsibilities
- Own and support the end to end guest journey, ensuring it is thoughtfully designed and aligned with brand culture and luxury service standards
- Evaluate each guest touchpoint across all departments to ensure seamless, personalized, and anticipatory service experiences
- Act as the hotel’s subject matter expert on luxury service excellence and global hospitality trends
- Lead the hotel’s Brand & Service Audits & Compliance or other luxury service certifications readiness and re certification processes
- Analyze guest feedback scores and prepare quality performance reports for the Executive Committee
- Collaborate with Learning & Development team to deliver luxury service training programs
- Foster a culture of continuous improvement and pride in luxury service delivery across the hotel
Requirements
- Bachelor's degree in Hospitality Management, Business Administration, or related field
- Proven experience in quality management, guest experience, or hotel operations within a luxury hospitality environment
- Strong operational understanding across Rooms, Food & Beverage, Spa, Sales & Marketing, and Support Departments
- In depth knowledge of luxury service principles and guest experience management
- Direct experience with Luxury Service Certifications (e.g., Forbes Travel Guide, Michelin Service Guide, LQA) highly preferred
Full Job Posting
Role Overview
- Cluster Quality Manager for InterContinental Hotels Group at Dubai Festival City, overseeing four hotels (InterContinental, InterContinental Residence Suites, Crowne Plaza, Holiday Inn & Suites).
- Responsible for luxury service excellence, guest journey design, brand audits, and quality improvement across the cluster.
A Little Taste of Your Day to Day
- Own and support the end to end guest journey, ensuring it is thoughtfully designed and aligned with brand culture and luxury service standards.
- Evaluate each guest touchpoint across all departments to ensure seamless, personalized, and anticipatory service experiences.
- Partner with department heads to translate brand standards into meaningful guest interactions.
- Continuously refine the guest journey based on guest feedback and operational insights.
- Act as the hotel’s subject matter expert on luxury service excellence and global hospitality trends.
- Embed a strong culture of quality and service excellence across all departments.
- Support the General Manager and Heads of Department in embedding luxury service practices into daily operations.
- Lead the hotel’s Brand & Service Audits & Compliance or other luxury service certifications readiness and re certification processes.
- Plan and conduct regular internal quality audits, service evaluations, and compliance reviews.
- Organize and manage mystery guest programs to provide objective insights into service consistency.
- Analyze Guest Love scores, GSI results, and other feedback platforms to identify trends and opportunities.
- Prepare and present quality and guest experience performance reports to the Executive Committee.
What We Need From You
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Proven experience in quality management, guest experience, or hotel operations within a luxury hospitality environment.
- Strong operational understanding across Rooms, Food & Beverage, Spa, Sales & Marketing, and Support Departments.
- In depth knowledge of luxury service principles and guest experience management.
- Direct experience with Luxury Service Certifications (e.g., Forbes Travel Guide, Michelin Service Guide, LQA) highly preferred.
What You Can Expect From Us
- Competitive salary and a wide range of benefits including impressive room discounts and some of the best training in the business.
- Inclusive teams and equal employment opportunities.
- Support for wellbeing in health, lifestyle, and workplace through myWellbeing framework.
About IHG Hotels & Resorts
- InterContinental Hotels & Resorts is the world’s first and most global luxury hotel brand, pioneering international travel since the 1940s.
- IHG Hotels at Dubai Festival City includes four hotels with over 1,600 rooms, 16 restaurants and bars, a 3,800 sqm Event Centre, Festival Arena, spa, gym, and pool facilities.
- Mission to welcome everyone and create inclusive teams celebrating differences.
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