Quality Manager at Conrad Dubai

Job description

Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Quality Manager at the award-winning Conrad Dubai, you’ll champion exceptional service, turn guest feedback into meaningful improvements, and inspire teams to uphold the thoughtful details that define luxury hospitality. You’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here’s what you’ll do during a typical day as a Quality Manager at Conrad Dubai : Champion luxury service excellence: Lead hotel-wide quality initiatives, ensuring Forbes Travel Guide, Hilton, and Conrad Dubai standards are reflected in every stage of the guest journey.

Turn guest feedback into meaningful improvements

Analyse feedback from the Stay Experience Platform, ReviewPro, online reviews, and other channels to identify trends and opportunities to elevate the guest experience.

Evaluate every detail

Conduct quality audits and service observations, working with department heads to identify gaps, understand root causes, and implement lasting solutions.

Refine the guest journey

Review departmental procedures, service standards, and checklists to promote consistent, intuitive, and personalised service.

Lead Forbes readiness

Coordinate assessments and improvement activities, helping department leaders and Quality Champions translate standards into thoughtful daily practices.

Drive measurable progress

Maintain the Quality Improvement Action Plan with clear ownership and deadlines, verifying that completed actions deliver the intended results.

Inspire service confidence

Partner with Learning & Development to address training needs through targeted coaching, standards briefings, and practical service guidance.

Keep leadership informed

Prepare insightful dashboards and reports for the General Manager and Executive Leadership Team, highlighting guest satisfaction, reputation, audit results, and improvement priorities.

Strengthen service recovery

Support department heads in resolving recurring guest concerns with care, addressing underlying causes to prevent repeat issues.

Lead by example

Demonstrate discreet, attentive guest care, protect confidential information, and make quality a shared priority across the hotel.

Qualifications

What It Takes to Make the Stay At Hilton, our core values are the driving force behind our success and directly inform the qualities we demand in every team member. This commitment to excellence is exemplified at the Conrad Hotel Dubai, where we unwaveringly deliver superior service and unforgettable experiences for our guests. A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing.

Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.