Guest Experience & Quality Director

About the role

We are looking for an experienced, customer‑focused Guest Experience & Quality Director to lead our hospitality operations in Ras Al‑Khaimah, United Arab Emirates. In this senior leadership position you will shape and implement guest experience strategies while upholding the highest quality standards across all touchpoints.

Key responsibilities

• Develop and execute guest experience strategies that align with organisational objectives and drive customer satisfaction and loyalty.
• Establish and maintain quality standards across all departments, ensuring consistent service excellence.
• Analyse guest feedback, satisfaction metrics and performance data to identify improvement opportunities and implement corrective actions.
• Lead, mentor and motivate a team of guest experience and quality assurance professionals, fostering a culture of continuous improvement.
• Conduct regular quality audits and inspections to ensure compliance with standards and best practices.
• Collaborate with department heads to address guest concerns, resolve complaints and implement preventive measures.
• Design and deliver training programmes on customer service excellence, quality standards and guest interaction protocols.
• Monitor key performance indicators related to guest satisfaction, operational efficiency and quality metrics.
• Manage budgets for guest experience initiatives and quality improvement programmes.
• Prepare comprehensive reports and presentations for senior management on performance and quality metrics.

Required profile

• Minimum 7 years of experience in guest experience management, quality assurance or hospitality operations leadership.
• Proven track record of developing and implementing successful guest experience strategies.
• Strong knowledge of quality assurance methodologies and continuous improvement processes.
• Demonstrated leadership experience managing high‑performing teams.
• Excellent analytical skills with the ability to interpret data and drive actionable insights.

Required skills