Luxury Hotel Quality & Guest Experience Lead

InterContinental Hotels Group; Doha; On-site; QAR 240,000 - 360,000; Full time

Job summary

InterContinental Hotels Group is seeking a Quality Manager for the InterContinental Doha Beach & Spa to lead the hotel’s quality agenda and safeguard brand standards in a luxury setting. You will oversee operational procedures and partner with senior leadership to deliver exceptional guest experiences.

In this role, you will drive improvement opportunities, translate insights into action, and conduct regular quality audits to ensure consistent service delivery that exceeds guest expectations

Qualifications

• Experience in Quality, Guest Experience, Operations or Rooms/Hotel Management in luxury or international hotel environments.
• Strong understanding of luxury hospitality standards, service excellence and quality assurance principles.
• Experience with hotel quality programs, brand standards, audits or inspection processes.
• Strong analytical skills to interpret guest feedback, quality scores and operational data and translate insights into action.
• Excellent observation and attention to detail with a service-oriented mindset.

Responsibilities

• Own and drive the end-to-end guest journey, ensuring it aligns with brand culture and luxury service standards.
• Evaluate guest touchpoints across all departments to ensure seamless, personalized experiences.
• Embed a culture of quality and service excellence across all departments through leadership and hands-on presence.
• Ensure delivery of personalized, thoughtful service aligned with the hotel’s luxury standards.
• Analyze Guest Love scores and satisfaction indices to identify trends and opportunities for improvement.
• Partner with department heads to develop actionable improvement plans aligned with hotel metrics.
• Plan and conduct internal quality audits, service evaluations, and compliance reviews.

Skills

Quality mindset

Guest experience

Analytical skills

Communication

Job description

InterContinental Hotels Group is seeking a Quality Manager for the InterContinental Doha Beach & Spa to lead the hotel’s quality agenda and safeguard brand standards in a luxury setting. You will oversee operational procedures and partner with senior leadership to deliver exceptional guest experiences.

In this role, you will drive improvement opportunities, translate insights into action, and conduct regular quality audits to ensure consistent service delivery that exceeds guest expectations