Director of Quality – Luxury Resort

About the role

The InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is seeking a Director of Quality to lead its overall quality strategy, ensure consistent delivery of IHG brand standards, and drive continuous improvement across the luxury resort.

Key responsibilities

• Lead the resort’s overall quality strategy, ensuring consistent delivery of IHG brand standards and luxury service expectations.
• Drive guest experience performance by analysing feedback, identifying trends and leading hotel‑wide improvement plans.
• Provide strategic direction to department leaders following quality audits, service observations and guest experience reviews.
• Lead hotel‑wide preparation for quality evaluations, brand audits and other quality assurance initiatives.
• Work closely with senior leadership to strengthen SOPs, service standards and operational processes across all departments.
• Partner with Learning & Development to turn quality insights and performance gaps into focused training and development initiatives.
• Champion a culture of accountability, service excellence and continuous improvement throughout the resort.

Required profile

• Bachelor’s degree in Hospitality, Hotel Management, Business Administration or a related field.
• Strong leadership experience in Quality, Guest Experience or Hotel Operations, preferably within a luxury hotel or resort environment.
• Proven experience leading quality assurance, brand standards, audits and guest experience improvement initiatives.
• Strong analytical skills with the ability to translate guest feedback and performance data into clear action plans.
• Excellent leadership, coaching, communication and stakeholder management skills.
• Ability to influence and collaborate effectively with senior leaders and operational teams across the hotel.
• Strong knowledge of guest feedback platforms and quality management systems.
• Previous IHG or international luxury hotel experience would be an advantage.

Required skills

• Knowledge of guest feedback platforms.
• Familiarity with quality management systems.

What we offer

• Competitive salary and a full uniform.
• Impressive room discounts and extensive training opportunities.
• Inclusive culture promoting diversity and wellbeing support through the myWellbeing framework.