
Emaar Hospitality Group
Quality and Brand Experience Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 26/04/2026
Job overview
Date posted
12/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Job description
The Quality and Brand Experience Manager (Hotel Guest Experience & Service Excellence) within the Management Office at Vida Aljada Sharjah in the United Arab Emirates is responsible for leading brand experience performance across the hotel while ensuring continuous improvement in guest experience, service excellence, standards conformance, and brand messaging. Operating within the hospitality and hotel management industry, the role focuses on enhancing operational excellence and delivering consistent brand service experiences that generate positive financial outcomes, customer loyalty, and guest advocacy. The manager acts as an internal consultant and mentor across departments, assessing the root causes behind operational challenges or guest feedback and implementing solutions that enhance service standards and guest satisfaction. These improvements may involve process improvements, operational adjustments, equipment or system enhancements, team engagement initiatives, or training interventions depending on the identified need. The role works cross-functionally with operational teams and brand marketing teams to ensure consistent delivery of the brand experience across the entire ambassador journey and all guest touchpoints within the hotel. The position also supports the implementation of long-term strategies defined by corporate leadership to achieve sustainable business performance while aligning initiatives with Emaar Hospitality Groupās Quality & Brand Experience Policy. Responsibilities include delivering strategic projects within defined timelines, driving brand service immersion strategies, and improving customer satisfaction metrics including Mystery Shopper scores and TripAdvisor rankings. The role requires strong knowledge of quality management frameworks, process management methodologies including process mapping, and business excellence practices to identify operational improvements and implement structured solutions. Advanced proficiency in Microsoft Excel, PowerPoint, Word, Microsoft Visio, and Microsoft Project is required to support reporting, analysis, documentation, and project execution within the quality and brand experience function.
Required skills
Key responsibilities
- Lead brand experience performance across the hotel to enhance guest experience, service excellence, and brand standards conformance
- Act as an internal consultant across departments to assess operational challenges and implement solutions that improve guest satisfaction and service quality
- Develop and implement long-term quality and brand experience strategies aligned with corporate directives and EHG Quality & Brand Experience Policy
- Collaborate with Brand Marketing and operational departments to ensure consistent brand messaging and service delivery across all guest touchpoints
- Drive operational excellence initiatives and continuous improvement programs to strengthen service standards and operational performance
- Deliver strategic projects within defined timelines that contribute to business growth and brand experience enhancement
- Monitor and improve customer satisfaction metrics including Mystery Shopper scores and TripAdvisor rankings
- Utilize process management methodologies and process mapping techniques to analyze workflows and implement operational improvements
- Prepare reports, presentations, and project documentation using MS Excel, PowerPoint, Word, Microsoft Visio, and MS Project
Experience & skills
- Hold a degree in Quality Management, Hospitality Management, Business Management, or an equivalent discipline
- Possess a training qualification or be studying toward a professional training certification
- Demonstrate experience facilitating workshops or sessions with senior staff groups
- Have a minimum of 2 years experience in Quality Management, Strategic Management, or Business Excellence roles within the service industry
- Demonstrate expert-level proficiency in MS Excel, PowerPoint, Word, Microsoft Visio, and MS Project
- Possess strong knowledge of process management methodologies including process mapping
- Demonstrate experience implementing initiatives to improve customer satisfaction and service quality in hospitality environments