Quality Manager – Luxury Hospitality

About the role

As a Quality Manager at Conrad Dubai, you will champion exceptional service, turn guest feedback into meaningful improvements, and inspire teams to uphold the thoughtful details that define luxury hospitality.

Key responsibilities

• Lead hotel‑wide quality initiatives, ensuring Forbes Travel Guide, Hilton and Conrad Dubai standards are reflected throughout the guest journey.
• Analyse guest feedback from the Stay Experience Platform, ReviewPro, online reviews and other channels to identify trends and improvement opportunities.
• Conduct quality audits and service observations, working with department heads to pinpoint gaps, understand root causes and implement lasting solutions.
• Review departmental procedures, service standards and checklists to promote consistent, intuitive and personalised service.
• Coordinate Forbes readiness assessments and improvement activities, translating standards into daily practices with department leaders and Quality Champions.
• Maintain the Quality Improvement Action Plan with clear ownership and deadlines, verifying that actions deliver intended results.
• Prepare dashboards and reports for the General Manager and Executive Leadership Team, highlighting guest satisfaction, audit results and improvement priorities.

Required profile

• Passion for spreading the light and warmth of hospitality.
• Integrity and commitment to doing the right thing.
• Leadership ability to inspire and guide teams.
• Team‑oriented mindset driving collaborative outcomes.
• Strong sense of ownership, accountability and urgency.

Required skills

• Experience using the Stay Experience Platform for guest feedback analysis.
• Proficiency with ReviewPro for online review management.