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 innovation—driving 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

• 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.

• 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.