Quality Manager

Role Overview

Key Responsibilities

• Design, implement, and monitor property-wide quality assurance programs, SOPs, and service standards.
• Conduct audits and inspections across operational areas for brand, health, safety, and regulatory compliance.
• Track KPIs covering guest satisfaction, service delivery, and operational consistency.
• Analyze guest feedback, lead root-cause analysis, and coordinate corrective actions and guest recovery plans.
• Support service training, conduct quality-focused sessions, and coach departmental trainers and supervisors.
• Maintain quality dashboards and present performance reviews to the leadership team.
• Lead cross-functional initiatives, brainstorming sessions, and quality improvement projects.

Requirements

• Proven experience in quality management, guest experience, or operational excellence, ideally within luxury hospitality.
• Strong knowledge of international service and quality standards, including LQA and HACCP.
• Ability to analyze guest feedback, performance data, and audit results to improve service.
• Strong attention to detail, critical thinking, problem-solving, interpersonal, and communication skills.
• Experience with guest feedback and audit platforms and performance measurement dashboards.
• Cultural awareness, emotional intelligence, discretion, and professionalism are expected.
• Understanding of luxury service expectations, brand standards, and personalized guest experiences.
• Ability to manage priorities in a high-paced, evolving environment.
• Understanding of local health, safety, and compliance regulations.
• Fluency in English and Arabic is required; additional languages are a plus.

Work Environment

• The role operates in a busy, upscale hotel environment and works closely with property departments, leadership, and operational teams.

Company and Property