IHG Hotels & Resorts MENA
Quality Manager (Hospitality & Guest Experience)
- Permanent
- Ras Al Khaimah, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 26/04/2026
Job overview
Date posted
12/03/2026
Location
Ras Al Khaimah, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
26/04/2026
Job description
The Quality Manager at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is responsible for upholding IHG brand standards across all departments, conducting internal audits and brand evaluations, developing and implementing improvement action plans, and analyzing guest feedback and quality metrics to identify trends and drive continuous service improvement. The role requires providing training, coaching, and guidance to colleagues to reinforce service culture and brand values, while collaborating with leadership teams to ensure operational consistency and high levels of guest satisfaction. The position operates within a luxury beachfront resort context, focused on delivering refined and personalized guest experiences across rooms, villas, residences, dining, and spa facilities. Knowledge of quality management systems, resort operations, luxury and lifestyle hospitality, and relevant certifications in Quality Management are integral to success. Strong analytical skills are applied to quality data and performance metrics to inform strategic improvements, all within an environment emphasizing guest satisfaction, team engagement, and brand compliance.
Required skills
Key responsibilities
- Monitor and enforce compliance with IHG brand standards across all operational departments, ensuring that service delivery, amenities, and facilities consistently meet the brand’s global luxury benchmarks.
- Conduct comprehensive internal audits covering guest rooms, dining areas, recreational facilities, and back-of-house operations, and perform brand evaluations to assess adherence to quality protocols and operational guidelines.
- Develop and implement detailed improvement action plans based on audit results, guest feedback, and performance metrics, ensuring measurable enhancements in service quality and operational efficiency across all resort departments.
- Analyze guest feedback, online reviews, and satisfaction surveys using established quality metrics, identify recurring trends, and recommend strategic initiatives to elevate the overall guest experience and increase positive sentiment.
- Provide structured training programs and coaching sessions for staff at all levels to reinforce service culture, brand values, and standard operating procedures, while also mentoring teams to achieve higher performance standards and operational consistency.
- Collaborate with department heads and executive leadership to standardize operational practices, align service delivery with luxury hospitality expectations, and drive cross-departmental initiatives for enhanced guest satisfaction and brand integrity.
- Monitor and interpret key performance indicators, including quality scores, guest satisfaction indexes, and compliance ratings, to inform executive decision-making and continuous improvement strategies.
- Lead initiatives for continuous improvement by introducing innovative quality management practices, evaluating emerging hospitality trends, and ensuring that resort operations not only meet but exceed international luxury standards.
Experience & skills
- 3–5 years’ experience in a quality, brand compliance, or guest experience role within the hospitality industry
- Experience in luxury and lifestyle hospitality environments
- Resort experience is an added advantage
- Strong knowledge of quality management systems and brand standards
- Relevant certifications or qualifications in Quality Management are an advantage
- Strong analytical skills with the ability to interpret quality data and performance metrics
- A genuine passion for hospitality and a strong commitment to guest satisfaction