Client Experience & Quality Assurance Specialist

YOSH; Al Nahyan; On-site; AED 70,000 - 100,000; Full time

Job summary

Yosh is seeking a Client Experience & Quality Assurance Specialist to ensure service excellence across our luxury property portfolio. You will conduct quality assessments, monitor compliance with service standards, and support property teams in delivering exceptional client experiences.

Responsibilities include audits, reporting, coaching, and pre-opening assessments, with a focus on continuous improvement and adherence to luxury hospitality guidelines.

Qualifications

• Bachelor's degree in hospitality management, business administration, or related field.
• Experience in luxury hospitality and quality assurance is required.
• Strong understanding of luxury service standards and customer experience principles.
• Experience with audits or quality evaluations (Forbes Travel Guide, LQA, etc.).
• Excellent attention to detail, analytical thinking, and problem-solving abilities.
• Strong communication, reporting, and interpersonal skills.
• Ability to provide constructive feedback to influence improvements.
• Proficiency in Microsoft Office and reporting tools.

Responsibilities

• Conduct regular quality assurance inspections across the property portfolio.
• Evaluate service delivery and client experience to identify improvements.
• Prepare detailed assessment reports with findings and corrective actions.
• Collaborate with property managers to implement improvement plans.
• Monitor compliance with policies, guidelines, and standards.
• Provide on-the-spot coaching to enhance service quality.
• Conduct pre-opening property assessments for readiness.
• Maintain assessment records and improvement dashboards.
• Identify opportunities for continuous service excellence improvements.

Skills

Quality assurance

Customer experience

Analytical thinking

Problem solving

Communication

Interpersonal skills

MS Office

Reporting

Education

Bachelor's degree in Hospitality Management

Business Administration

Tools

Microsoft Office

Reporting tools

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 company’s 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

• Bachelor’s 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.