Director - Quality and Guest Experience

Atlantis; Dubai; On-site; AED 45,000 - 65,000; Full time

Job summary

Atlantis Resorts in Dubai, United Arab Emirates seeks a Director of Quality and Guest Experience to lead service excellence across the resort. The role shapes the quality agenda, guides executive stakeholders and drives improvements across the guest journey.

The ideal candidate brings 10+ years in luxury hospitality, strong leadership, and experience applying Forbes Travel Guide standards to elevate service levels and guest satisfaction.

Qualifications

• Bachelor's degree in Hospitality Management.
• Minimum 10 years of progressive leadership in luxury hospitality.
• Proven ability to influence senior leaders and drive service improvements.

Responsibilities

• Develop and implement a luxury quality and guest experience strategy across the resort.
• Uphold Forbes Travel Guide standards across all guest touchpoints.
• Partner with senior leaders to enhance service delivery and operational performance.
• Analyse guest feedback and satisfaction trends to identify improvement priorities.
• Lead quality assurance programs across rooms, dining, leisure and other departments.
• Provide executive reporting and dashboards on quality and guest experience.

Skills

Quality Assurance

Guest Experience Strategy

Luxury hospitality

Forbes Travel Guide standards

Executive leadership

Stakeholder management

Service excellence

Education

Bachelor's degree in Hospitality Management

Job description

Director - Quality and Guest Experience Job Snapshot Role: Director - Quality and Guest Experience Location: Dubai, United Arab Emirates Industry: Hospitality Function: Quality Assurance Experience: Minimum 10 years Job Type: Full-time Position Overview Director - Quality and Guest Experience in Dubai, United Arab Emirates is a senior Hospitality opportunity focused on shaping resort-wide service excellence, quality strategy, luxury guest experience and operational improvement across complex integrated resort operations. Atlantis Resorts is hiring an influential leader to strengthen service standards, analyse guest insights, guide executive stakeholders and drive measurable improvements across every stage of the guest journey. Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Quality Assurance Salary: 45000-65000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

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Role Context

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The Director - Quality and Guest Experience leads the quality agenda across Atlantis Dubai, connecting luxury service standards with operational performance and guest satisfaction. The role goes beyond traditional auditing by influencing senior leaders, identifying friction across the guest journey and converting service insights into practical business improvements. Strong commercial awareness, operational credibility and deep understanding of luxury hospitality are essential to sustaining a culture where exceptional service becomes part of everyday decision‑making.

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Key Responsibilities

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• Develop and execute a comprehensive quality and guest experience strategy across the resort operation.
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• Act as the principal custodian of luxury service standards across guest‑facing and supporting departments.
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• Partner with executive leaders and department heads to strengthen service delivery and operational performance.
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• Analyse guest feedback, satisfaction trends, complaints and service recovery information to identify improvement priorities.
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• Review operational data and quality indicators to detect emerging risks and service gaps.
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• Translate guest insights into clear recommendations for senior management.
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• Lead continuous improvement initiatives that improve satisfaction while supporting efficient resort operations.
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• Establish accountability for agreed service improvement actions and follow progress through completion.
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• Review the end‑to‑end guest journey to identify friction points and opportunities for more seamless experiences.
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• Evaluate how individual guest touchpoints contribute to the overall perception of luxury service.
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• Lead quality assurance programs across rooms, dining, leisure, entertainment and supporting operational functions.
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• Conduct strategic inspections, service evaluations and quality reviews across business areas.
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• Oversee the resort approach to Forbes Travel Guide requirements and service excellence expectations.
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• Prepare departments for quality assessments and ensure identified improvement areas receive structured follow‑up.
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• Maintain awareness of evolving luxury hospitality standards and guest expectations.
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• Challenge existing practices where they no longer support the desired service experience.
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• Work with operating teams to develop practical solutions that can be sustained over time.
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• Provide detailed quality and guest experience reporting to executive leadership.
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• Build dashboards and performance summaries that highlight meaningful trends rather than isolated incidents.
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• Identify relationships between service quality, guest loyalty, operational performance and commercial outcomes.
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• Influence senior stakeholders across multiple disciplines without relying solely on direct authority.
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• Support department leaders in embedding guest‑centric thinking into operational decisions.
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• Champion attention to detail across service delivery, presentation and colleague interactions.
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• Promote consistent interpretation of luxury service standards across diverse teams.
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• Lead service culture initiatives designed to strengthen accountability and ownership.
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• Support organizational transformation programs where guest experience improvements require changes in behavior, processes or operating models.
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• Facilitate leadership discussions around quality performance and priority improvement areas.
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• Encourage departments to move beyond compliance toward proactive service excellence.
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• Monitor whether implemented improvements deliver measurable and lasting results.
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• Maintain a highly visible leadership presence across resort operations.
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• Build awareness of guest behaviors, expectations and preferences across senior operational teams.
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• Drive a culture where feedback is treated as a source of business insight and continuous learning.
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• Support the development of service standards, quality frameworks and improvement methodologies aligned with luxury hospitality expectations.
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Ideal Profile

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• Bachelor 's degree in Hospitality Management, Business Administration or a related discipline.
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• Minimum 10 years of progressive leadership experience within luxury hospitality.
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• Strong background within a Forbes‑rated hotel, luxury resort, integrated resort or internationally recognized luxury brand.
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• Proven success leading quality assurance, guest experience, service transformation or operational excellence initiatives.
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• Strong understanding of luxury guest expectations and service behaviors.
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• Demonstrated experience influencing senior operational leaders across multiple departments.
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• Proven capability leading change in large and complex hospitality organizations.
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• Experience using guest insights and operational data to drive measurable improvements.
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• Strong commercial awareness with the ability to connect guest experience to business performance.
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• Excellent presentation and executive communication skills.
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• Strong stakeholder management capability across operational and corporate functions.
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• Experience leading large‑scale service culture or organizational transformation programs.
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• Proven background in five‑star Forbes leadership environments.
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• Highly visible leadership style with confidence operating at both strategic and operational levels.
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• Strong judgment when balancing service excellence, operational practicality and commercial priorities.
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Skills Set

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• Quality Assurance
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• Luxury hospitality
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• Guest experience strategy
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• Service excellence
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• Forbes Travel Guide standards
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• Five‑star service
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• Quality management
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• Guest journey analysis
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• Guest satisfaction
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• Guest feedback analysis
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• Service transformation
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• Operational excellence
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• Quality audits
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• Service inspections
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• Service evaluations
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• Luxury service standards
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• Continuous improvement
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• Guest insight analysis
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• Performance reporting
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• Quality indicators
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• Executive reporting
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• Strategic leadership
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• Stakeholder management
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• Organizational transformation
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• Service culture
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• Change leadership
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• Commercial awareness
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• Operational performance
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• Action plan management
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• Service recovery analysis
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• Guest behaviour analysis
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• Leadership influence
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• Cross‑functional collaboration
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• Performance improvement
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• Quality strategy
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• Resort operations
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• Executive communication
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Why Join Us

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This position offers a rare opportunity to influence service standards across two of Dubai 's most recognized luxury resort destinations. The role combines strategic leadership, guest insight, operational transformation and quality governance, giving the successful candidate direct impact on how thousands of guest interactions are designed and delivered. It is particularly suited to an established Hospitality leader seeking to shape service culture at scale while working within a complex international resort environment.

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About the Company

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Atlantis Resorts is part of Kerzner International and operates Atlantis, The Palm and Atlantis The Royal in Dubai. Together, the resorts combine luxury accommodation, signature dining, entertainment, marine experiences and large‑scale guest services supported by more than 6,000 colleagues from diverse international backgrounds.