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 Group’s 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.