Director of Quality & Luxury Guest Experience

IHG Hotels & Resorts; Dubai; On-site; AED 360,000 - 600,000; Full time

Benefits offered by this job

Full uniform

Room discounts

Extensive training

Job summary

IHG Hotels & Resorts 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, drive continuous improvement and ensure exceptional luxury experiences across the resort. This builds on the core scope of the Quality Manager role at a more senior level.

We offer a path to influence across departments, with a focus on SOPs, training, and a culture of accountability.

Qualifications

• Bachelor’s degree in Hospitality, Hotel Management, Business Administration or 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.

Responsibilities

• 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.

Skills

Strong leadership

Guest experience

Quality assurance

Audits

Communication

Stakeholder management

Analytical skills

Training & development

Education

Bachelor’s degree in Hospitality or related field

Tools

Quality management systems

Guest feedback platforms

Job description

IHG Hotels & Resorts 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, drive continuous improvement and ensure exceptional luxury experiences across the resort. This builds on the core scope of the Quality Manager role at a more senior level.

We offer a path to influence across departments, with a focus on SOPs, training, and a culture of accountability.