Luxury Quality Manager – Guest Experience Leader

Hilton; United Arab Emirates; Sur place; AED 350 000 - 550 000; Plein temps

Avantages offerts par ce poste

Incredible travel perks

Paid parental leave

Crisis concierge

Mental health resources

Résumé du poste

Hilton, part of Conrad Dubai's esteemed luxury portfolio, seeks a Quality Manager to champion exceptional service and drive continuous improvements across the guest journey. You will transform guest feedback into meaningful actions and lead cross-department quality initiatives in a world-class environment.

You will partner with hotel leadership to deliver measurable results, uphold brand standards, and mentor teams to maintain the light and warmth of Hilton hospitality.

Qualifications

• Experience in quality management or guest experience improvement is preferred.
• Strong analytical and data interpretation skills.
• Leadership and collaboration across departments.

Responsabilités

• Champion luxury service excellence by leading hotel-wide quality initiatives.
• Turn guest feedback into meaningful improvements using Stay Experience Platform and other channels.
• Conduct quality audits and service observations with department heads to identify gaps and implement solutions.
• Refine the guest journey by reviewing procedures and service standards for consistency.
• Coordinate Forbes readiness and translate standards into daily practices for teams.
• Maintain the Quality Improvement Action Plan with ownership and deadlines.
• Partner with Learning & Development to address training needs with targeted coaching.
• Prepare dashboards and reports on guest satisfaction, reputation, and audit results for leadership.
• Support department heads in resolving recurring guest concerns and addressing root causes.
• Demonstrate discreet, attentive guest care and protect confidential information.

Description du poste

Hilton, part of Conrad Dubai's esteemed luxury portfolio, seeks a Quality Manager to champion exceptional service and drive continuous improvements across the guest journey. You will transform guest feedback into meaningful actions and lead cross-department quality initiatives in a world-class environment.

You will partner with hotel leadership to deliver measurable results, uphold brand standards, and mentor teams to maintain the light and warmth of Hilton hospitality.