Quality and Learning Manager – Abu Dhabi

About the role

The Quality and Learning Manager will lead the implementation of quality assurance processes and learning initiatives at The Ritz‑Carlton Abu Dhabi, Grand Canal. This role ensures that brand standards, guest expectations, and employee satisfaction are consistently met while driving continuous improvement across the property.

Key responsibilities

• Develop, monitor and achieve Quality Assurance goals aligned with brand standards.
• Conduct monthly audits, analyse defect trends and implement corrective actions.
• Coach managers on Total Quality Management leadership and use of quality tools.
• Facilitate process‑improvement teams and ensure measurable outcomes.
• Review guest feedback, address complaints and drive enhancements to the guest experience.
• Identify training needs, design and deliver custom and corporate training programs covering product knowledge, service standards and leadership skills.
• Measure training effectiveness and report on return on investment.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with at least 3 years of relevant experience, OR a 4‑year bachelor’s degree with 1 year of experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or operations within a hospitality environment.
• Strong analytical mindset with ability to interpret data and drive quality improvements.

Required skills

• Knowledge of Total Quality Management principles.
• Experience conducting audits and using quality‑management tools.
• Data collection, analysis and trend reporting.
• Design and delivery of training programs.