Assistant Quality Manager (Learning & Development)

Grosvenor House Dubai and Le Royal Meridien Beach Resort & Spa; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading luxury resort in Dubai is seeking an Assistant Quality Manager. The role focuses on enhancing quality standards and guest experiences through audits, training, and process improvement. Ideal candidates will hold a degree in Hospitality Management and possess strong analytical skills alongside luxury hospitality experience.

Benefits

Dynamic and inclusive work environment

Opportunities for career growth

Competitive salary and benefits package

Qualifications

• 2-3 years in a quality or guest experience role in luxury hospitality.
• Experience with Forbes Travel Guide is an advantage.
• Proficient in guest feedback platforms.

Responsibilities

• Develop and evaluate quality assurance processes.
• Coordinate audits and ensure adherence to luxury standards.
• Lead service improvement projects and conduct training.

Skills

Interpersonal Skills

Analytical Skills

Problem-Solving

Attention to Detail

Service-Driven Personality

Education

Bachelor's Degree in Hospitality Management

Tools

Microsoft Office

Medallia

Job description

The Assistant Quality Manager supports the development, implementation, and continuous improvement of quality and service standards across all hotel departments. This role ensures alignment with brand standards and Forbes Travel Guide requirements, driving exceptional guest experiences and operational excellence.

Key Responsibilities:

• Assist in developing, monitoring, and evaluating quality assurance processes and service standards across departments.
• Coordinate regular audits and inspections to ensure adherence to brand, luxury, and Forbes standards.
• Support guest feedback analysis through platforms like Medallia, TripAdvisor, and direct surveys; recommend and track improvement initiatives.
• Lead service improvement projects in collaboration with department heads.
• Facilitate training sessions and workshops on service excellence and quality standards.
• Monitor guest complaints and recovery actions, ensuring timely and effective resolutions.
• Conduct mystery audits and spot-checks to evaluate service delivery.
• Maintain accurate records, reports, and action plans for internal and brand-level reviews.
• Participate in daily operations to identify service gaps and provide real-time coaching.
• Assist in preparing for external audits and inspections.

Requirements:

• Bachelor’s degree in Hospitality Management or related field.
• Minimum 2–3 years of experience in a quality or guest experience role within luxury hospitality.
• Forbes Travel Guide experience is a strong advantage.
• Exceptional interpersonal and communication skills.
• Strong attention to detail with analytical and problem-solving capabilities.
• Confident, approachable, and service-driven personality.
• Proficient in Microsoft Office and guest feedback platforms (e.g., Medallia).
• Ability to work in a fast-paced environment and across departments.

What We Offer:

• A dynamic and inclusive work environment in one of Dubai’s leading luxury resorts
• Opportunities for career growth and continuous learning
• Competitive salary and benefits package