Director of Quality & Guest Experience – Luxury Resort

InterContinental Hotels Group; Ras Al Khaimah; Presencial; AED 480.000 - 650.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Uniform provided

Room discounts

Training programs

Descripción de la vacante

InterContinental Hotels Group is seeking a Director of Quality at the Ras Al Khaimah Mina Al Arab Resort & Spa to lead luxury guest experience, brand compliance and quality excellence across the property.

You will partner with the leadership team to strengthen service delivery, drive continuous improvement and position quality at a senior level within the resort, aligning SOPs, audits, and training with IHG standards to deliver exceptional guest outcomes.

Formación

• 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.
• Excellent leadership, coaching, communication and stakeholder management skills.
• Ability to influence and collaborate effectively with senior leaders and operational teams across the hotel.
• Strong knowledge of guest feedback platforms and quality management systems.
• Previous IHG or international luxury hotel experience would be an advantage.

Responsabilidades

• Leading the resort’s overall quality strategy, ensuring consistent delivery of IHG 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.

Conocimientos

Leadership

Quality assurance

Guest experience

Brand standards

Audit management

Educación

Bachelor degree in Hospitality / Hotel Management / Business Administration

Descripción del empleo

InterContinental Hotels Group is seeking a Director of Quality at the Ras Al Khaimah Mina Al Arab Resort & Spa to lead luxury guest experience, brand compliance and quality excellence across the property.

You will partner with the leadership team to strengthen service delivery, drive continuous improvement and position quality at a senior level within the resort, aligning SOPs, audits, and training with IHG standards to deliver exceptional guest outcomes.