Quality & Standards Leader – Luxury Hotel Experience

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

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.