Quality Assurance Executive

Overview

The Quality Assurance Executive is a crucial non-management role dedicated to ensuring and enhancing the delivery of a 5-star luxury experience across all guest interactions at a premier hotel in Dubai. Reporting to the Director of Quality, this position demands expertise in global luxury standards, particularly the Leading Quality Assurance (LQA) framework and Forbes Travel Guide criteria, to uphold the hotel's reputation for exceptional guest service.

Key Responsibilities

• Plan and conduct comprehensive internal luxury audits across all hotel operations, including Front Office, Food & Beverage, Housekeeping, Spa & Fitness, utilizing LQA and Forbes standards to measure both quantitative and qualitative performance.
• Generate detailed audit reports highlighting scores, qualitative observations, service gaps, and collaborate with department heads to implement corrective action plans with clear accountability and timelines.
• Support the development and delivery of tailored training programs on LQA and Forbes standards for all operational levels, ensuring all team members understand the importance and practical application of luxury service standards.
• Provide coaching on emotional intelligence, anticipatory service, and personalization to foster authentic guest connections rather than scripted interactions.
• Participate in onboarding by orienting new employees on luxury standards to prepare them for delivering superior guest experiences.
• Offer real-time feedback and coaching on the floor to reinforce standards and rectify deviations professionally and empathetically.
• Track training outcomes through audit scores and guest satisfaction trends, continuously refining learning modules based on insights and evolving standards.
• Manage and analyze guest feedback from various sources such as surveys, online reviews, social media, and direct communication, maintaining a centralized dashboard to monitor trends and reputation.
• Craft personalized, brand-consistent responses to guest reviews to maintain and enhance the hotel's luxury image.
• Ensure guest feedback drives operational improvements by closing the feedback loop with relevant departments.
• Map and improve the guest journey to discover opportunities for “surprise and delight” moments that exceed expectations, particularly for VIPs and repeat guests.
• Assist in formulating and implementing personalization strategies driven by guest data, preferences, and special occasions.
• Collaborate with hotel departments to coordinate bespoke experiences that reflect the hotel's identity and local culture.
• Stay abreast of luxury hospitality trends, competitor initiatives, and innovations to suggest and test new experiential concepts.

Candidate Profile

Education & Experience

• Bachelor’s degree in Hospitality Management, Hotel Administration, Business Administration, or a related discipline.
• 3 to 5 years progressive experience in luxury hospitality operations (Front Office and/or Food & Beverage) at a 5-star hotel or resort.
• Familiarity with LQA framework and Forbes Travel Guide standards, including scoring and operational implications, preferred.
• Proven ability to analyze multi-source guest feedback and audit data to develop strategic insights and actionable recommendations for senior leadership.
• Excellent command of English, both written and oral; knowledge of additional languages is advantageous.
• Capability to engage discreetly and confidently with affluent guests and communicate effectively with executive committees.
• Experience delivering training to varied multicultural teams, with the ability to motivate and influence without direct authority.

Personal Attributes

• Meticulous attention to detail in service and presentations.
• High emotional intelligence, including empathy and self-awareness.
• Cultural sensitivity supporting authentic connections with diverse guests.
• Grace and professionalism under pressure in dynamic luxury settings.
• A passionate commitment to excellence beyond external enforcement.
• Utmost discretion and integrity in managing sensitive information.

Competencies

• Adaptability to communicate change impacts and adjust priorities effectively.
• Strong communication skills, including active listening and conveying complex information clearly.
• Problem-solving and decision-making capabilities that foster collaboration and consensus.
• Professional demeanor projecting confidence and respect in alignment with company values.
• Leadership in team contribution and motivation to achieve goals.
• Proactive result orientation and responsibility for work objectives.
• Excellent planning and organizing skills to prioritize and allocate resources efficiently.
• Ability to build trust and rapport with coworkers and customers.
• Global mindset appreciating diversity to enhance engagement and performance.
• Talent development skills offering guidance for individual growth.
• Continuous learning to improve personal and team performance.
• Business acumen to navigate daily operations and innovate solutions.
• Technical knowledge related to luxury hotel operations and quality standards.
• Detail orientation to ensure accuracy and quality in all activities.

Additional Information

Job Number: 26109087
Category: Rooms & Guest Services Operations
Location: Sheikh Zayed Road, Business Bay, Dubai, UAE
Schedule: Full Time, Onsite
Position Type: Non-Management