Quality Manager

About UsAs the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.Located on Doha's longest private beach and nestled in landscaped gardens, the InterContinental Doha Beach & Spa features 12 restaurants, a range of recreational facilities, a free-form swimming pool, and the world-class Spa InterContinental.Situated in an exclusive location, minutes from downtown Doha and major government and corporate offices and within minutes to the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club, our properties offer distinctive surroundings which will forever redefine luxury.Located within the InterContinental Doha Beach & Spa in West Bay Lagoon, Mykonos Restaurant offers a contemporary Greek-taverna dining experience in a luxurious setting. The décor evokes the feel of the Greek islands, using whites and blues, with an expansive terrace overlooking the pool and Arabian Sea. Live bouzouki music and vibrant ambiance add to the dining experience on select evenings.Your Day to DayAs Quality Manager, you will be responsible for driving the hotel’s quality agenda, ensuring that IHG and InterContinental brand standards, service expectations and operational procedures are consistently understood, implemented and sustained.Working closely with the Executive Committee, Heads of Department and operational teams, you will identify opportunities for improvement, translate quality insights into action and support the hotel in delivering exceptional guest experiences.Key Responsibilities
• Own and support the end-to-end guest journey, ensuring it is thoughtfully designed, consistently delivered, and aligned with brand culture, luxury service philosophy, and Luxury Service Certifications and standards.
• Evaluate each guest touchpoint across all departments to ensure seamless, personalized, and anticipatory service experiences.
• Embed a strong culture of quality and service excellence across all departments through visible leadership and hands-on operational presence.
• Ensure consistent delivery of personalized, thoughtful, and detail-oriented service aligned with the hotel’s luxury service philosophy.
• Analyze Guest Love scores, Guest Satisfaction Index (GSI) results, and other guest feedback platforms to identify trends, strengths, and opportunities for improvement.
• Partner with Heads of Department to develop clear, actionable improvement plans aligned with departmental and hotel-wide metrics and goals.
• Plan and conduct regular internal quality audits, service evaluations, and compliance reviews across all operational areas.What We Need From YouIdeally, you'll have some or all of the following competencies and experience we're looking for:
• Previous experience in a Quality, Guest Experience, Operations or Rooms/Hotel Management role, preferably within a luxury or international hotel environment.
• Strong understanding of luxury hospitality standards, service excellence and quality assurance principles.
• Previous experience working with hotel quality programs, brand standards, audits or inspection processes.
• Strong analytical skills, with the ability to interpret guest feedback, quality scores and operational data and translate insights into action.
• Excellent observation and attention to detail, with a genuine passion for service excellence.
• Strong communication, coaching and influencing skills, with the ability to work effectively with colleagues at all levels.
• Confident in providing constructive feedback and challenging teams in a positive and solution-oriented manner.
• Strong understanding of continuous improvement and root-cause analysis.
• Excellent organizational and follow-up skills, with the ability to manage multiple priorities and initiatives.
• Previous experience within IHG Hotels & Resorts or another international luxury hospitality group would be an advantage. What We OfferWe’ll reward all your hard work with competitive salary and benefits.Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.