Quality Manager at Conrad Dubai

Hilton; United Arab Emirates; On-site; AED 250,000 - 450,000; Full time

Benefits offered by this job

Travel perks

Parental leave

Crisis concierge

Mental health resources

EAP access

Job summary

Hilton Conrad Dubai is seeking a Quality Manager to champion luxury service and drive continuous improvement across the guest journey. You will transform guest feedback into actionable enhancements, lead quality initiatives, and partner with department heads to maintain Forbes-ready standards.

You will deliver measurable results by maintaining action plans, coaching teams, and presenting insightful dashboards to the GM and executive leadership, ensuring exceptional stays for every guest.

Responsibilities

• Lead hotel-wide quality initiatives reflecting Forbes, Hilton, and Conrad Dubai standards.
• Analyse guest feedback from multiple sources to identify improvement opportunities.
• Conduct quality audits and service observations with department heads.
• Refine the guest journey by reviewing procedures and checklists for consistency.
• Coordinate Forbes readiness and translate standards into daily practices.
• Maintain the Quality Improvement Action Plan with owner accountability.
• Partner with Learning & Development to address training needs and guidance.
• Prepare dashboards and reports for the General Manager and Executive Team.
• Support department heads in resolving recurring guest concerns and root causes.
• Demonstrate discreet guest care and protect confidential information.

Skills

Hospitality mindset

Integrity

Leadership

Teamwork

Ownership

Urgency

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

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.

What It Takes to Make the Stay

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.

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.