Luxury Quality & Guest Experience Lead

IHG Hotels & Resorts; Doha; On-site; QAR 180,000 - 240,000; Full time

Job summary

IHG Hotels & Resorts in Doha is seeking a Quality Manager to lead the hotel’s quality agenda, ensuring brand standards and service expectations are consistently delivered across all departments.

You will work with the Executive Committee and department heads to identify improvement opportunities, translate insights into action, and uphold a luxury guest experience through rigorous audits and ongoing quality programs.

Qualifications

• Extensive experience in Quality, Guest Experience, Operations or Rooms/Hotel Management in luxury hotels.
• Strong understanding of luxury hospitality standards, service excellence and QA principles.
• Experience with hotel quality programs, brand standards, audits or inspection processes.
• Strong analytical skills to interpret guest feedback and quality data.
• Excellent observation, attention to detail and customer-service mindset.
• Strong communication, coaching and influencing skills with all levels.
• Ability to provide constructive feedback and lead teams positively.
• Knowledge of continuous improvement and root-cause analysis.
• Excellent organizational and follow-up skills to manage multiple initiatives.
• Experience with IHG Hotels & Resorts or international luxury groups is a plus.

Responsibilities

• Own end-to-end guest journey and ensure luxury service standards.
• Evaluate guest touchpoints for seamless experiences.
• Embed a culture of quality across departments through leadership.
• Ensure personalized, thoughtful service aligned with brand philosophy.
• Analyze guest feedback and quality metrics to identify improvements.
• Develop actionable improvement plans with department heads.
• Plan and conduct internal quality audits and compliance reviews.
• Collaborate with teams to sustain ongoing quality excellence.

Skills

Quality Management

Guest Experience

Operations

Audits

Data Analysis

Leadership

Brand Standards

Coaching

Job description

IHG Hotels & Resorts in Doha is seeking a Quality Manager to lead the hotel’s quality agenda, ensuring brand standards and service expectations are consistently delivered across all departments.

You will work with the Executive Committee and department heads to identify improvement opportunities, translate insights into action, and uphold a luxury guest experience through rigorous audits and ongoing quality programs.