QUALITY MANAGER

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 Our client, a 5-Star in Abu Dhabi, UAE, is seeking an experienced and dynamic Quality Manager to lead hotel-wide quality assurance, service excellence, and guest experience initiatives.

Salary: AED 9000 (Basic)
Service Charge:  Provided monthly

Meal Allowance:  AED 000

Accommodation:  One bedroom apartment Provided

Flight Ticket: Every year 

Medical Insurance: Provided  

Transportation:  Provided by the Hotel

Contract Duration:  2 years (Renewable)

Vacation Entitlement:  22 working days + Public holidays 

Weekends/Days off:  2 days per week

Hiring Status:  Single

Quality Assurance & Service Excellence

• Conduct regular quality audits and service evaluations across all hotel departments.
• Ensure compliance with international brand standards, SOPs, service procedures, and grooming standards.
• Maintain a visible presence across the operation and key guest touchpoints to monitor service delivery.
• Identify service gaps and implement appropriate corrective and preventive actions.

Guest Experience Management

• Monitor and analyze guest feedback, online reviews, satisfaction surveys, and complaints.
• Identify recurring issues and work with Department Heads to implement effective solutions.
• Drive measurable improvements in guest satisfaction and the hotel’s online reputation.
• Champion a strong guest-first culture across the hotel.

SOPs & Continuous Improvement

• Work closely with Department Heads to develop and implement quality procedures and service standards.
• Review and ensure SOPs are regularly updated and consistently implemented.
• Monitor quality-related KPIs, guest satisfaction results, and complaint resolution.
• Lead cross-functional initiatives to improve processes, efficiency, and service delivery.
• Conduct competitive benchmarking and stay updated on hospitality quality and service trends.

Training & Development

• Collaborate with HR and Learning & Development on service excellence and quality training.
• Support training initiatives covering guest engagement, complaint handling, grooming, and brand standards.
• Coach and guide operational teams on best practices and corrective actions.

• Proven experience in Quality Management, Guest Experience, Operations, or a similar role within a 5-star international hotel.
• Experience with a recognized international hospitality brand is highly preferred.
• Strong knowledge of hotel quality standards, service audits, SOPs, guest satisfaction, and continuous improvement.
• Excellent leadership, communication, analytical, interpersonal, and problem-solving skills.
• Highly visible, hands-on, and guest-focused approach with strong attention to detail.