Head of Quality & Guest Experience – Luxury Resort

IHG Hotels & Resorts; Ras Al Khaimah; On-site; AED 120,000 - 180,000; Full time

Job summary

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa seeks a Director of Quality to lead guest experience, brand compliance and quality excellence across the resort. You'll partner with our leadership team to strengthen service delivery and drive continuous improvement for luxury experiences.

You'll set the quality strategy, coach department heads, audit performance, and translate guest feedback into actionable plans that elevate standards across all touchpoints.

Qualifications

• Bachelor’s degree in hospitality or related field.
• Leadership in Quality, Guest Experience or Operations.
• Experience leading audits and improvement initiatives.
• Translate feedback into action plans.
• Strong leadership, coaching, communication and stakeholder skills.
• Influence with senior leaders and operational teams.
• Knowledge of guest feedback platforms.
• IHG or international luxury hotel experience is a plus.

Responsibilities

• Lead the resort's quality strategy and brand standards.
• Analyze guest feedback and drive improvement plans.
• Provide direction after audits and guest reviews.
• Prepare for quality evaluations and brand audits.
• Collaborate with senior leadership to strengthen SOPs.
• Work with Learning & Development on training initiatives.
• Promote accountability and continuous improvement.

Skills

Leadership

Quality management

Guest experience

Strategy development

Stakeholder management

Education

Bachelor’s degree

Tools

Quality management systems

Job description

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa seeks a Director of Quality to lead guest experience, brand compliance and quality excellence across the resort. You'll partner with our leadership team to strengthen service delivery and drive continuous improvement for luxury experiences.

You'll set the quality strategy, coach department heads, audit performance, and translate guest feedback into actionable plans that elevate standards across all touchpoints.