Quality Manager - Luxury Hotel

About the role

The Conrad Dubai is looking for a Quality Manager to champion service excellence and turn guest feedback into meaningful improvements. The role leads hotel-wide quality initiatives so that Forbes Travel Guide, Hilton and Conrad Dubai standards are reflected in every stage of the guest journey.

Key responsibilities

• Analyse feedback from the Stay Experience Platform, ReviewPro, online reviews and other channels to spot trends and improve the guest experience.
• Conduct quality audits and service observations with department heads to find 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, acting with integrity and inspiring others through leadership.
• A belief that teamwork drives the best outcomes, with a strong sense of ownership and accountability.
• A focus on the now, bringing urgency and discipline to every moment.