Director of Quality & Guest Experience - Luxury Resort

InterContinental Hotels Group; Abu Dhabi; On-site; AED 420,000 - 780,000; Full time

Benefits offered by this job

Uniforms provided

Room discounts

Job summary

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa seeks a Director of Quality to provide strategic leadership across guest experience, brand compliance and quality excellence, partnering with our leadership team to strengthen service delivery and ensure exceptional luxury experiences.

You will drive quality strategy, lead audits, develop SOPs, and work with departments to close gaps through targeted training, while shaping a culture of accountability and continuous improvement across the

Qualifications

• Bachelor's degree in Hospitality, Hotel Management, Business Administration or a related field.
• Strong leadership experience in Quality, Guest Experience or Hotel Operations, preferably within a luxury hotel or resort environment.
• Proven experience leading quality assurance, brand standards, audits and guest experience improvement initiatives.
• Strong analytical skills with the ability to translate guest feedback and performance data into clear action plans.

Responsibilities

• Leading the resort's overall quality strategy, ensuring consistent delivery of brand standards and luxury service expectations.
• Driving guest experience performance by analysing feedback, identifying trends and leading hotel-wide improvement plans.
• Providing strategic direction to department leaders following quality audits, service observations and guest experience reviews.
• Leading hotel-wide preparation for quality evaluations, brand audits and other quality assurance initiatives.
• Working closely with senior leadership to strengthen SOPs, service standards and operational processes across all departments.
• Partnering with Learning & Development to turn quality insights and performance gaps into focused training and development initiatives.
• Championing a culture of accountability, service excellence and continuous improvement throughout the resort.

Skills

Leadership

Guest experience

Quality assurance

Operations management

Analytics

Stakeholder management

Coaching

Communication

Education

Bachelor's degree in Hospitality, Hotel Management, Business Administration or related field

Tools

Quality management systems

Guest feedback platforms

Job description

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa seeks a Director of Quality to provide strategic leadership across guest experience, brand compliance and quality excellence, partnering with our leadership team to strengthen service delivery and ensure exceptional luxury experiences.

You will drive quality strategy, lead audits, develop SOPs, and work with departments to close gaps through targeted training, while shaping a culture of accountability and continuous improvement across the