Director of Quality – Luxury Hotel in Dubai

About the role

Responsible for communicating Total Quality Management concepts through advising, coaching, training, and facilitating. Works with direct reports, General Managers and staff to develop and implement quality assurance strategies aligned with brand standards and guest expectations.

Key responsibilities

• Manage quality assurance goals, coach managers on Total Quality Management leadership style, and direct property quality efforts to meet critical customer requirements.
• Facilitate process improvement teams, ensure systematic processes, and track measurable improvements.
• Lead the quality assurance team, train members and managers on problem solving, process improvement and strategic planning.
• Oversee quality tools, collect and analyze data, monitor defect trends and guest satisfaction drivers.
• Review guest feedback, handle complaints, and ensure corrective actions are taken.
• Conduct HR activities related to quality, set performance goals, and foster employee engagement.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or management operations.

Required skills

• Total Quality Management
• Process Improvement
• Data Collection
• Quality Assurance

What we offer

• Meals provided on duty and days off
• Accommodation provided if required