Quality Manager - Conrad Dubai

About the role

Hilton is looking for a Quality Manager for its Conrad Dubai hotel. The role champions service excellence, turns guest feedback into improvements and inspires teams to uphold the standards of luxury hospitality.

Key responsibilities

• Lead hotel-wide quality initiatives so that Forbes Travel Guide, Hilton and Conrad Dubai standards are reflected in every stage of the guest journey.
• Analyse feedback from the Stay Experience Platform, ReviewPro, online reviews and other channels to find trends and improvement opportunities.
• Conduct quality audits and service observations with department heads to identify gaps, root causes and lasting solutions.
• Review departmental procedures, service standards and checklists to ensure consistent, intuitive and personalised service.
• Coordinate Forbes readiness assessments and improvement activities with department leaders and Quality Champions.
• Maintain the Quality Improvement Action Plan with clear ownership and deadlines, and verify that completed actions deliver results.
• Partner with Learning & Development on targeted coaching, standards briefings and practical service guidance.
• Prepare dashboards and reports for the General Manager and Executive Leadership Team covering guest satisfaction, reputation, audit results and improvement priorities.
• Support department heads in resolving recurring guest concerns and preventing repeat issues.
• Demonstrate discreet, attentive guest care, protect confidential information and make quality a shared priority.

Required profile

• A passion for hospitality.
• Integrity, leadership, teamwork, ownership and accountability.
• Urgency and discipline in everyday work.

What we offer

• Travel perks: 110 nights of discounted travel through the Go Hilton programme.
• Paid parental leave for eligible team members.
• Crisis concierge support.
• Mental health resources, including an Employee Assistance Programme in many countries.