Director of Quality
Full-time
Rosewood Hotel Group
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OUR PURPOSE AND CULTURE
We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.
As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.
THE TEAM
At Rosewood Abu Dhabi, our passionate operations team is dedicated to crafting exceptional guest experiences while upholding the highest levels of luxury and service excellence. As the Quality Manager, you will report directly to the Hotel Manager and work closely with Heads of Department, Talent & Development, PR, and the wider leadership team to ensure our service culture consistently meets—and exceeds—Rosewood and LQA standards.
YOUR ROLE
The Director of Quality plays a pivotal role in elevating Rosewood Abu Dhabi’s guest satisfaction, service consistency, and online reputation. Through strong leadership, strategic quality initiatives, and deep collaboration across departments, this role ensures that every touchpoint of the guest journey reflects Rosewood’s commitment to excellence. You will spearhead continuous improvement efforts, guide leaders in service delivery, and serve as the key liaison for quality programs including TrustYou, LQA, and guest satisfaction platforms.
HOW YOU’LL MAKE THE PLACE
- Lead and guide Heads of Department in implementing quality procedures that enhance guest satisfaction and reputation performance.
- Oversee regular quality audits, ensuring full compliance with Rosewood brand standards and LQA expectations.
- Take full ownership of the TrustYou program, analysing results and driving initiatives to elevate the hotel’s overall guest satisfaction score.
- Present daily insights during morning briefings, including guest feedback, comments, incidents, and online reviews.
- Analyse guest satisfaction trends to identify opportunities for service improvement across departments.
- Maintain a strong presence in guest-facing areas, observing service delivery and coaching associates in real time.
COULD THIS BE YOU?
- You have at least 5 years of experience in quality assurance, guest experience, or service excellence within luxury hospitality.
- You bring a deep passion for guest satisfaction and consistently champion service excellence.
- You have a strong command of luxury service standards, with the ability to translate them into actionable processes and flows.
- You excel in analysing guest feedback data and turning insights into continuous improvement strategies.
- You are an influential communicator with exceptional leadership and coaching abilities.
- You are fluent in English and Arabic, with the confidence to engage with guests, leaders, and frontline teams alike.
OUR COMMITMENT TO YOU
At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.
Vacancy posted 19 hours ago
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