Quality Manager

Role Overview

The Quality Manager leads the hotel’s approach to consistent, high-calibre service, translating luxury hospitality expectations into standards teams can apply across daily operations. Working closely with department leaders, this role reviews performance, responds to guest feedback and helps resolve service gaps before they undermine the guest experience.

Key Responsibilities

• Apply and assess Forbes Travel Guide standards across hotel departments, identifying areas that need attention.
• Plan and carry out quality audits, operational inspections and service evaluations.
• Review guest satisfaction data and feedback to identify recurring concerns and opportunities to improve.
• Coordinate service recovery and follow up on corrective actions to ensure issues are addressed.
• Create and deliver training that helps employees understand and consistently meet luxury service expectations.
• Check that operating procedures, brand requirements and hotel policies are followed, and maintain quality reports.
• Partner with department heads and senior management to track improvements and strengthen service delivery.

Requirements & Qualifications

• Previous experience as a Quality Manager in a five-star luxury hotel is essential, along with experience in GCC hospitality.
• Demonstrated ability to implement and audit Forbes Travel Guide standards.
• Strong knowledge of luxury hotel operations, guest experience, quality assurance and service recovery.
• Practical experience conducting audits, inspections and service evaluations, and analysing guest satisfaction information.
• Fluent English and proficiency in an additional European language.
• Excellent analytical, organisational, leadership, communication and interpersonal skills, with close attention to detail.
• A bachelor’s degree in hospitality management, hotel management, business administration or a related discipline is listed as an estimated qualification.

What We Offer / Why Join

This full-time opportunity is based in Dubai, United Arab Emirates. The source does not specify additional benefits or other employment terms.