Director of Quality

About the role

The Director of Quality will lead the implementation of Total Quality Management across the Dubai property, partnering with General Managers, department heads and staff to embed quality standards, enhance guest satisfaction and drive continuous improvement.

Key responsibilities

• Communicate and champion Total Quality Management principles throughout the property.
• Coach managers on adopting a TQM leadership style and making data‑driven decisions.
• Set, monitor and achieve quality assurance goals and key performance indicators.
• Lead and develop the Quality Assurance team, providing training on problem‑solving, process improvement and strategic planning.
• Facilitate process‑improvement projects, ensuring systematic approaches and measurable outcomes.
• Develop systems to capture and analyse guest satisfaction results, reporting trends and initiating root‑cause analysis.
• Align management practices at all levels with quality tools and data‑collection methods.
• Use quality tools to track defect trends, analyse data and drive corrective actions.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a bachelor’s degree with at least 2 years experience in guest services, operations or related areas.
• Proven background in hospitality operations, quality assurance or continuous improvement.
• Strong communication, coaching and leadership abilities.

Required skills

• Total Quality Management (TQM)
• Process improvement methodologies
• Quality assurance tools and data analysis