Luxury Quality & Guest Experience Manager

Advanced Search Group; Doha; On-site; QAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive pay and benefits

Room to be yourself

Wellbeing framework

Job summary

InterContinental Doha The City is seeking a Quality Manager to drive the hotel's quality agenda, ensuring brand standards, service expectations and operational procedures are consistently understood, implemented and sustained.

You will work with the Executive Committee and department heads to identify opportunities for improvement, translate insights into action and support delivering exceptional guest experiences through audits, quality programs and continuous improvement.

Qualifications

• Previous experience in a Quality, Guest Experience, Operations or Rooms/Hotel Management role, preferably within a luxury or international hotel environment.
• Strong understanding of luxury hospitality standards, service excellence and quality assurance principles.
• Previous experience working with hotel quality programs, brand standards, audits or inspection processes.
• Excellent observation and attention to detail, with a genuine passion for service excellence.
• Strong communication, coaching and influencing skills, with the ability to work effectively with colleagues at all levels.
• Confident in providing constructive feedback and challenging teams in a positive and solution‑oriented manner.
• Strong understanding of continuous improvement and root‑cause analysis.
• Excellent organizational and follow‑up skills, with the ability to manage multiple priorities and initiatives.
• Previous experience within IHG Hotels & Resorts or another international luxury hospitality group would be an advantage.

Responsibilities

• Own and support the end-to-end guest journey, ensuring it is thoughtfully designed, consistently delivered, and aligned with brand culture, luxury service philosophy, and Luxury Service Certifications and standards.
• Evaluate each guest touchpoint across all departments to ensure seamless, personalized, and anticipatory service experiences.
• Embed a strong culture of quality and service excellence across all departments through visible leadership and hands‑on operational presence.
• Ensure consistent delivery of personalized, thoughtful, and detail‑oriented service aligned with the hotel’s luxury service philosophy.
• Analyze Guest Love scores, Guest Satisfaction Index (GSI) results, and other guest feedback platforms to identify trends, strengths, and opportunities for improvement.
• Partner with Heads of Department to develop clear, actionable improvement plans aligned with departmental and hotel‑wide metrics and goals.
• Plan and conduct regular internal quality audits, service evaluations, and compliance reviews across all operational areas.

Skills

Analytical skills

Attention to detail

Communication skills

Coaching

Influencing

Root-cause analysis

Continuous improvement

Organizational skills

IHG familiarity

Job description

InterContinental Doha The City is seeking a Quality Manager to drive the hotel's quality agenda, ensuring brand standards, service expectations and operational procedures are consistently understood, implemented and sustained.

You will work with the Executive Committee and department heads to identify opportunities for improvement, translate insights into action and support delivering exceptional guest experiences through audits, quality programs and continuous improvement.