Client Experience & Quality Assurance Specialist

About the role

Yosh Hospitality is looking for a detail-oriented, service-driven Client Experience & Quality Assurance Specialist to uphold the highest standards of service across its portfolio of luxury properties. The role covers quality assessments, compliance monitoring, improvement identification and support of property teams in delivering exceptional client experiences. The position is based in the Client Excellence department at Yosh Abu Dhabi.

Key responsibilities

• Conduct regular quality assurance inspections and service excellence assessments across the property portfolio to ensure compliance with established standards.
• Evaluate service delivery, operational practices and client experience, identify areas for improvement and recognise best practices.
• Prepare detailed assessment reports with findings, recommendations and corrective actions for management.
• Collaborate with Property Managers and Operations Teams to develop and implement improvement plans and resolve issues promptly.
• Monitor compliance with company policies, service guidelines and operational standards, and track corrective action plans, escalating recurring or significant deficiencies.
• Support pre-opening property assessments and maintain accurate assessment records, compliance dashboards and improvement tracking reports.
• Provide practical guidance and on-the-spot coaching to property teams, and contribute to service excellence initiatives and special projects.

Required profile

• Bachelor's degree in Hospitality Management, Business Administration or a related field.
• Previous experience in luxury hospitality and quality assurance.
• Experience conducting operational audits, service inspections or quality evaluations (e.g. Forbes Travel Guide, LQA or similar frameworks).
• Strong attention to detail, analytical thinking and problem-solving.
• Excellent communication, reporting and interpersonal skills, with the ability to give constructive feedback and influence operational teams.

Required skills

• Proficiency in Microsoft Office and reporting tools.
• Understanding of luxury service standards, quality assessment processes and customer experience principles.