Client Experience & Quality Assurance Specialist

YOSH; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

YOSH is seeking a detail-oriented Client Experience & Quality Assurance Specialist to uphold luxury service standards across our portfolio of properties. You will conduct inspections, assess client experiences, and drive improvement plans with property teams to ensure exceptional service.

The role focuses on audits, coaching, and proactive quality enhancement, including pre-opening assessments and ongoing performance tracking to sustain top-tier client satisfaction.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration or related field.
• Experience in Luxury Hospitality and Quality Assurance.
• Strong understanding of luxury service standards and customer experience principles.
• Experience conducting operational audits, service inspections, or quality evaluations (Forbes Travel Guide LQA or similar).
• Excellent attention to detail, analytical thinking and problem-solving abilities.
• Strong communication, reporting and interpersonal skills.
• Ability to provide constructive feedback and influence operational teams to improve service.
• Proficiency in Microsoft Office and reporting tools.

Responsibilities

• Conduct regular quality assurance inspections and service excellence assessments across the property portfolio to ensure compliance with standards.
• Evaluate service delivery and operational practices to identify improvements and best practices.
• Prepare detailed assessment reports with findings, recommendations and corrective actions.
• Collaborate with Property Managers and Operations teams to develop and implement improvement plans.
• Monitor compliance with policies, service guidelines and standards across properties.
• Support the enforcement of culture, service values and luxury hospitality standards.
• Provide guidance and on-the-spot coaching to enhance service quality and client interactions.
• Perform pre-opening property assessments for readiness and alignment with expectations.
• Monitor corrective action plans, track progress and address recurring deficiencies.
• Maintain accurate assessment records, dashboards and improvement tracking reports.
• Identify opportunities for continuous improvement and contribute to service excellence initiatives.
• Stay informed about luxury hospitality trends to enhance client experience.

Skills

Attention to detail

Analytical thinking

Problem-solving

Communication

Interpersonal skills

Feedback & influence

Education

Bachelor's degree in Hospitality Management

Tools

Microsoft Office

Job description

Job Purpose

We are seeking a detail-oriented and service-driven Client Experience & Quality Assurance Specialist to ensure the highest standards of service excellence across our portfolio of luxury properties. The successful candidate will be responsible for conducting quality assessments monitoring compliance with company service standards identifying improvement opportunities and supporting property teams in consistently delivering exceptional client experiences.

Key Responsibilities

• Conduct regular quality assurance inspections and service excellence assessments across the companys property portfolio to ensure compliance with established standards.
• Evaluate service delivery operational practices and overall client experience identifying areas for improvement and recognizing best practices.
• Prepare detailed assessment reports highlighting findings recommendations and corrective actions for management.
• Collaborate with Property Managers and Operations Teams to develop and implement improvement plans ensuring timely resolution of identified issues.
• Monitor compliance with company policies service guidelines and operational standards across all properties.
• Support the implementation and reinforcement of company culture service values and luxury hospitality standards ensuring consistency in daily operations.
• Provide practical guidance and on-the-spot coaching to property teams to enhance service quality and client interactions.
• Conduct pre-opening property assessments to ensure operational readiness and alignment with company expectations.
• Monitor corrective action plans track progress and elevate recurring or significant service deficiencies.
• Maintain accurate assessment records compliance dashboards and improvement tracking reports.
• Identify opportunities for continuous improvement and contribute to the development of service excellence initiatives.
• Stay informed about emerging luxury hospitality trends and best practices to enhance the overall client experience.
• Support special projects and initiatives aimed at strengthening client satisfaction and service excellence.

Qualifications & Experience

• Bachelors degree in Hospitality Management Business Administration or a related field.
• Previous experience in Luxury Hospitality and Quality Assurance.
• Strong understanding of luxury service standards quality assessment processes and customer experience principles.
• Experience conducting operational audits service inspections or quality evaluations. (Forbes Travel Guide LQA or similar luxury service assessment frameworks)
• Excellent attention to detail analytical thinking and problem-solving abilities.
• Strong communication reporting and interpersonal skills.
• Ability to provide constructive feedback and influence operational teams to achieve service improvements.
• Proficiency in Microsoft Office and reporting tools.