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 own the guest journey, luxury service standards, and quality audits across four hotels.
Key Skills for This Role
Responsibilities
- Own and support the end to end guest journey, ensuring it is thoughtfully designed and consistently delivered
- 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
- Act as subject matter expert on luxury service excellence and global hospitality trends
- Lead the hotel's Brand & Service Audits & Compliance or Luxury Service Certifications readiness and 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 improvement opportunities
- Prepare and present quality and guest experience performance reports to the Executive Committee
- Work closely with Learning & Development team to deliver luxury service training programs
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) is highly preferred
Full Job Posting
Role Overview
- Cluster Learning & Development Manager role at InterContinental Hotels Group at Dubai Festival City.
- The cluster includes InterContinental, InterContinental Residence Suites, Crowne Plaza, and Holiday Inn & Suites.
A Little Taste of Your Day to Day
- Own and support the end to end guest journey, ensuring it is thoughtfully designed and consistently delivered.
- 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.
- 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 understanding and embedding external Luxury Service practices.
- Ensure consistent delivery of personalized, thoughtful, and detail oriented service.
- Lead the hotel's Brand & Service Audits & Compliance or Luxury Service Certifications readiness and certification processes.
- Plan and conduct regular internal quality audits, service evaluations, and compliance reviews.
- Organize and manage mystery guest programs.
- Analyze Guest Love scores, GSI results, and other feedback platforms to identify trends and improvement 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) is 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.
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