Quality Manager

Quality Manager – The Creekside Hotel, DubaiLocation: Dubai, UAEDepartment: Quality & Brand AssuranceEmployment Type: Full-TimeAbout the RoleThe Creekside Hotel, Dubai is looking for an experienced and dynamic Quality Manager to lead our service excellence, brand standards, and guest experience programs. This role ensures that all operational areas consistently deliver outstanding hospitality aligned with our brand values. The ideal candidate is detail-oriented, proactive, and passionate about continuous improvement.Key ResponsibilitiesQuality & Brand StandardsLead, implement, and monitor all hotel quality assurance programs.Ensure full compliance with the hotel’s brand standards and local regulatory guidelines.Conduct regular audits across all departments and follow up on corrective actions.Maintain updated SOPs and ensure operational adherence.Guest Experience & Reputation ManagementOversee the guest feedback journey (GCC, online reviews, post-stay surveys).Analyze guest comments to identify trends, areas of improvement, and service gaps.Drive initiatives to enhance guest satisfaction, loyalty, and overall experience.Manage responses on major review platforms and ensure timely, professional engagement.Training & Performance ImprovementCollaborate with department heads to deliver quality-related training and coaching.Support the development of service culture programs to strengthen employee engagement.Track performance KPIs and implement action plans to improve scores and brand metrics.Operational ExcellenceFacilitate cross-departmental quality meetings and drive continuous improvement projects.Evaluate process efficiency and recommend improvements to enhance workflow and service delivery.Lead internal audits in preparation for external inspections and certifications.Qualifications & SkillsBachelor’s degree in Hospitality Management or related field.Minimum 3–5 years of experience in Quality Assurance or Guest Experience in the hospitality sector.Strong knowledge of hotel operations and brand standards.Excellent analytical skills with the ability to interpret data and recommend actions.Strong communication, presentation, and training facilitation skills.Proficiency in MS Office; experience with guest feedback systems (Medallia, TrustYou, ReviewPro, etc.) is an advantage.