Quality Manager at Conrad Dubai

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

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a

Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Quality Manager at the award-winning Conrad Dubai, you’ll champion exceptional service, turn guest feedback into meaningful improvements, and inspire teams to uphold the thoughtful details that define luxury hospitality. You’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

• Champion luxury service excellence: Lead hotel-wide quality initiatives, ensuring Forbes Travel Guide, Hilton, and Conrad Dubai standards are reflected in every stage of the guest journey.
• Turn guest feedback into meaningful improvements: Analyse feedback from the Stay Experience Platform, ReviewPro, online reviews, and other channels to identify trends and opportunities to elevate the guest experience.
• Evaluate every detail: Conduct quality audits and service observations, working with department heads to identify gaps, understand root causes, and implement lasting solutions.
• Refine the guest journey: Review departmental procedures, service standards, and checklists to promote consistent, intuitive, and personalised service.
• Lead Forbes readiness: Coordinate assessments and improvement activities, helping department leaders and Quality Champions translate standards into thoughtful daily practices.
• Drive measurable progress: Maintain the Quality Improvement Action Plan with clear ownership and deadlines, verifying that completed actions deliver the intended results.
• Inspire service confidence: Partner with Learning & Development to address training needs through targeted coaching, standards briefings, and practical service guidance.
• Keep leadership informed: Prepare insightful dashboards and reports for the General Manager and Executive Leadership Team, highlighting guest satisfaction, reputation, audit results, and improvement priorities.
• Strengthen service recovery: Support department heads in resolving recurring guest concerns with care, addressing underlying causes to prevent repeat issues.
• Lead by example: Demonstrate discreet, attentive guest care, protect confidential information, and make quality a shared priority across the hotel.

Qualifications

What It Takes to Make the Stay

At Hilton, our core values are the driving force behind our success and directly inform the qualities we demand in every team member. This commitment to excellence is exemplified at the Conrad Hotel Dubai, where we unwaveringly deliver superior service and unforgettable experiences for our guests.

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

About Us

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.

About The Team

How We’ll Help You Thrive

Benefits

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents

Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care

Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).

• Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.