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.