Quality Director: Guest Experience & Continuous Improvement

St. Regis Hotels & Resorts; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

St. Regis Hotels & Resorts in Dubai is seeking a Management level role focused on Total Quality Management. You will coach General Managers and staff to develop and implement quality assurance strategies aligned with Marriott brand standards.

You will lead quality assurance teams, train staff in problem solving, track guest satisfaction, and drive continuous improvement across the property. This role requires strong leadership and a deep commitment to service excellence.

Qualifications

• 2-year degree in Business Administration, Hotel and Restaurant Management or related major.
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management or related major.

Responsibilities

• Manage quality assurance goals and coach managers on Total Quality Management leadership.
• Lead quality teams, train on problem solving and strategic planning.
• Ensure guest satisfaction metrics are tracked and root causes analyzed.
• Oversee quality tools usage and data analysis to identify trends.
• Manage guest experience and respond to issues to maintain standards.
• Oversee HR activities to improve service and engagement.

Skills

Total Quality Management

Leadership

Process Improvement

Coaching

Education

2-year degree in Business Administration/Hotel Management

Bachelor's degree in Business Administration/Hotel Management

Job description

St. Regis Hotels & Resorts in Dubai is seeking a Management level role focused on Total Quality Management. You will coach General Managers and staff to develop and implement quality assurance strategies aligned with Marriott brand standards.

You will lead quality assurance teams, train staff in problem solving, track guest satisfaction, and drive continuous improvement across the property. This role requires strong leadership and a deep commitment to service excellence.