47 Senior Quality Manager jobs in the United Arab Emirates

_This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees_ .
_By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer_ .
**About Us**
**About Us**
At Holiday Inn ® Hotels & Resorts, our job is to bring the joy of travel to everyone. Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we've been on our journey since 1952. So if you can help us spread the joy of travel to all, we'd love to give you a warm welcome to the Holiday Inn ® family.
**Holiday Inn Dubai Al Barsha** is looking for a meticulous and performance-driven **Quality Manager** to uphold and enhance our brand standards, elevate guest satisfaction, and lead continuous improvement across all departments. Perfectly located along the iconic Sheikh Zayed Road, **Holiday Inn Dubai Al Barsha** offers guests a seamless blend of modern hospitality and unbeatable access to the best of Dubai. Situated in the heart of **Al Barsha** , one of the city's most dynamic neighborhoods, the hotel is just minutes from **Mall of the Emirates** , **Jumeirah's Kite Beach** , and several of the world's leading attractions and entertainment destinations.
Whether you're here for business or leisure, our hotel offers **310 stylishly appointed rooms** , a selection of **vibrant food and beverage outlets** , and warm, attentive service that makes every stay memorable.
Enjoy effortless travel, enriching experiences, and everything you need to feel at home in the heart of Dubai.
**Your day to day**
**Working as a** **Quality Manager** **, you will ensure all team members are trained and maintaining Holiday Inn's brand service style and behavior and report directly to the Cluster General Manager. You'll have ambition, talent, and some essential skills. We're seeking someone passionate about creating great guest experiences for this vital role.**
**A little taste of your day-to-day:**
+ **Monitor and maintain compliance with IHG brand standards across all departments.**
+ **Conduct internal audits, brand evaluations, and implement improvement action plans.**
+ **Analyze guest feedback and drive initiatives to improve service delivery.**
+ **Provide training and coaching to colleagues to uphold service culture and brand values.**
+ **Collaborate with leadership teams to ensure operational consistency and guest satisfaction.**
**What we need from you**
**Ideally, you'll have some or all of the following competencies and experience we're looking for:**
+ **3-5 years of quality, brand compliance, or guest experience role in hospitality.**
+ **Preferably with IHG brand experience.**
+ **Currently based in the UAE with knowledge of local compliance standards.**
+ **Strong communication, coaching, and problem-solving abilities.**
**Passionate about continuous improvement and guest satisfaction**
**What we offer**
**We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life including a full uniform, impressive room discounts and some of the best training in the business.**
**Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.**
**IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting well-being in your health, lifestyle, and workplace.**
**So, join us and you'll become part of our ever-growing global family.**
**Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.**
**Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.**
**Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.**
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Overview

Description

The Quality Assurance (QA) and Control Manager will oversee the planning, coordination, and execution of QA activities for a large-scale SAP ERP set up. This role ensures that SAP-Center of Expertise meet internal quality standards, industry best practices, and business requirements. The manager will also be responsible for designing and managing governance frameworks to monitor process improvements and maintain long-term operational excellence in ERP and enabled processes aligned to the strategic objectives of SAP-CoE.

Your impact

• Define and implement a comprehensive quality assurance strategy and plan specific to the service management (defects/ incident management, and related interfaces), specification and development of new functionality, project management, and operations.
• Develop and enforce quality standards, testing protocols, and documentation procedures across SAP modules (e.g., FI/CO, MM, SD, PP, etc.).
• Conduct quality gate reviews on SAP-CoE projects.
• Monitor deliverables from SAP consultants, developers, and business stakeholders to ensure they meet agreed-upon quality criteria.
• Provide input reviewing the testing procedures and development and execution of testing strategies including Unit Testing, Integration Testing, User Acceptance Testing (UAT), and Regression Testing.
• Ensure qualitative process in defects management.
• Establish control mechanisms to ensure that implemented ERP processes are compliant with internal policies and external regulations (e.g., SOX, GDPR).
• Work closely with BU/FU leads and business process owners to align SAP processes with organizational objectives and continuous improvement efforts.
• Define KPIs and dashboards to monitor process adherence and performance post-implementation.
• Implement and drive continuous improvements in SAP-CoE.
• Maintain quality Document management system.
• Identify, document, and manage quality-related risks.
• Conduct root cause analysis for defects or process failures and ensure corrective/preventive actions are implemented.
• Conduct periodic process audits and implement corrective actions.
• Ensure process compliance through effective documentation and process traceability.
• Provide regular QA status reports to management/ steering committees.
• Facilitate workshops and meetings with functional teams to ensure quality awareness and continuous engagement.
• Act as a point of contact for QA/QC-related issues and escalate critical quality risks appropriately.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• Bachelor’s or master’s degree in information technology, Engineering, or related field.
• 15+ years of experience in large scale SAP ERP implementation with at least 7+ years in quality assurance/control in SAP/ ERP projects.
• Strong understanding of SAP modules and implementation methodologies (e.g., SAP Activate, ASAP, ADO, Panaya, etc.).
• Certification in Quality Management (e.g., Six Sigma, ISO 9001) and SAP Quality Assurance.
• Knowledge in Data - Syniti , Informatica, SAP Data Intelligence, Testing -Worksoft Tricentris , Selenium Etc.
• Proven experience in enterprise process design, process mapping, and control frameworks.
• Proficiency in both spoken & written English language is required.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.

#J-18808-Ljbffr

About Us

At Holiday Inn Hotels & Resorts, our job is to bring the joy of travel to everyone. Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn family.

Holiday Inn Dubai Al Barsha is looking for a meticulous and performance-driven Quality Manager to uphold and enhance our brand standards, elevate guest satisfaction, and lead continuous improvement across all departments. Perfectly located along the iconic Sheikh Zayed Road, Holiday Inn Dubai Al Barsha offers guests a seamless blend of modern hospitality and unbeatable access to the best of Dubai. Situated in the heart of Al Barsha , one of the city’s most dynamic neighborhoods, the hotel is just minutes from Mall of the Emirates , Jumeirah’s Kite Beach , and several of the world’s leading attractions and entertainment destinations.

Whether you're here for business or leisure, our hotel offers 310 stylishly appointed rooms , a selection of vibrant food and beverage outlets , and warm, attentive service that makes every stay memorable.

Enjoy effortless travel, enriching experiences, and everything you need to feel at home in the heart of Dubai.

Responsibilities

Working as a Quality Manager , you will ensure all team members are trained and maintaining Holiday Inn’s brand service style and behavior and report directly to the Cluster General Manager. You’ll have ambition, talent, and some essential skills. We’re seeking someone passionate about creating great guest experiences for this vital role.

A little taste of your day-to-day:

• Monitor and maintain compliance with IHG brand standards across all departments.
• Conduct internal audits, brand evaluations, and implement improvement action plans.
• Analyze guest feedback and drive initiatives to improve service delivery.
• Provide training and coaching to colleagues to uphold service culture and brand values.
• Collaborate with leadership teams to ensure operational consistency and guest satisfaction.

Qualifications

Ideally, you’ll have some or all of the following competencies and experience we’re looking for:

• 3–5 years of quality, brand compliance, or guest experience role in hospitality.
• Preferably with IHG brand experience.
• Currently based in the UAE with knowledge of local compliance standards.
• Strong communication, coaching, and problem-solving abilities.

Passionate about continuous improvement and guest satisfaction

Benefits

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

Don’t quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the "Apply" button. Start your journey with us today and let's #GoFurtherTogether.

#J-18808-Ljbffr

Exclusive | VVIP Post Holder – Quality Manager | UAE

Contractair by Resource Group are proud to be partnered with one of the UAE’s most high profile clients. We have a rare opportunity for a nominated Post Holder to join a small, well-established team on a permanent basis, located in the United Arab Emirates.

Candidate profile:

• Previous experience in a Post Holder role with Part-145/CAMO responsibilities.
• In-depth knowledge of GCAA and/or EASA regulations
• Strong understanding of audit processes and quality systems in aircraft operations and maintenance
• Previous experience with Flight Ops responsibilities desirable
• Previous experience as a QA Post Holder is advantageous but not essential
• Native English speaker
• Upper age limit of 55
• Ability to manage multiple tasks and responsibilities with attention to detail
• Proven ability to work well within a small team

The successful candidate will be responsible for monitoring and ensuring the compliance of all quality-related activities in accordance with GCAA regulations and the highest of company standards. The ideal candidate will have proven extensive experience in continuing airworthiness management and maintenance, with a strong focus on quality assurance and compliance. Experience with Flight Operations is advantageous.

Benefits package:

• Permanent role in a well-knit team
• Competitive remuneration package
• Generous leave allowance
• Accommodation provided in the UAE including relocation assistance following successful probation (interim accommodation provided)
• Transportation provided by way of car following successful probation
• Medical, personal accident and travel insurance provided by client.

APPLYING TO WORK WITH OUR EXCLUSIVE VVIP CLIENT

If you are interested in this Quality Manager Post Holder vacancy and would like to apply then send your CV and cover letter to Daniella Baker at

We look forward to receiving your application and building a long term professional relationship.

#J-18808-Ljbffr

_This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees_ .
_By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer_ .
**About Us**
Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels. The Learning & Quality Manager is responsible for developing, implementing, and maintaining training programs and quality standards across the hotel. This role ensures that all colleagues are equipped with the skills, knowledge, and attitude necessary to deliver exceptional guest experiences while maintaining compliance with brand and operational standards. The manager also leads quality assurance initiatives to continuously improve guest satisfaction and service excellence.
**Your day to day**
**earning & Development**
+ Develop and implement the annual Learning & Development plan aligned with the hotel's business goals.
+ Conduct training needs analysis in coordination with department heads.
+ Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.
+ Maintain accurate training records and track completion rates.
+ Support department trainers and ensure training consistency across departments.
+ Promote a learning culture and encourage career development among employees.
+ Facilitate performance management workshops and support succession planning initiatives.
**Quality & Brand Standards**
+ Ensure all operations comply with brand quality and service standards.
+ Conduct regular quality audits and inspections in guest areas, F&B outlets, and back-of-house.
+ Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.
+ Analyze guest feedback trends and coordinate with departments for improvement action plans.
+ Support pre-opening or rebranding training and quality implementation if required.
+ Prepare and present monthly reports on training and quality performance to management.
**Employee Engagement & Communication**
+ Foster a positive work environment that promotes teamwork, motivation, and employee engagement.
+ Coordinate colleague recognition programs and employee activities.
+ Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.
+ Support HR initiatives and contribute to employee retention strategies.
**What we need from you**
+ Bachelor's degree in Hospitality Management, Human Resources, or related field.
+ Minimum 3-5 years of experience in Learning & Development or Quality Assurance in a 4 or 5-star hotel.
+ Strong knowledge of hotel operations and service standards.
+ Excellent presentation, facilitation, and communication skills.
+ Proficiency in Microsoft Office and learning management systems (LMS).
+ Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.
+ Strong leadership and interpersonal skills
+ Analytical and detail-oriented
+ Passion for people development and service excellence
+ High level of organization and time management
+ Ability to inspire and engage teams
**What we offer**
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you'll become part of our hotel family.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Join voco™ hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco™ hotels. The Learning & Quality Manager is responsible for developing, implementing, and maintaining training programs and quality standards across the hotel. This role ensures that all colleagues are equipped with the skills, knowledge, and attitude necessary to deliver exceptional guest experiences while maintaining compliance with brand and operational standards. The manager also leads quality assurance initiatives to continuously improve guest satisfaction and service excellence.

Learning & Development

• Develop and implement the annual Learning & Development plan aligned with the hotel’s business goals.

• Conduct training needs analysis in coordination with department heads.

• Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.

• Maintain accurate training records and track completion rates.

• Support department trainers and ensure training consistency across departments.

• Promote a learning culture and encourage career development among employees.

• Facilitate performance management workshops and support succession planning initiatives.

Quality & Brand Standards

• Ensure all operations comply with brand quality and service standards.

• Conduct regular quality audits and inspections in guest areas, F&B outlets, and back-of-house.

• Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.

• Analyze guest feedback trends and coordinate with departments for improvement action plans.

• Support pre-opening or rebranding training and quality implementation if required.

• Prepare and present monthly reports on training and quality performance to management.

Employee Engagement & Communication

• Foster a positive work environment that promotes teamwork, motivation, and employee engagement.

• Coordinate colleague recognition programs and employee activities.

• Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.

• Support HR initiatives and contribute to employee retention strategies.

Qualifications

• Bachelor’s degree in Hospitality Management, Human Resources, or related field.

• Minimum 3–5 years of experience in Learning & Development or Quality Assurance in a 4 or 5-star hotel.

• Strong knowledge of hotel operations and service standards.

• Excellent presentation, facilitation, and communication skills.

• Proficiency in Microsoft Office and learning management systems (LMS).

• Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.

• Strong leadership and interpersonal skills.

• Analytical and detail-oriented.

• Passion for people development and service excellence.

• High level of organization and time management.

• Ability to inspire and engage teams.

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. So, join us and you’ll become part of our hotel family.

#J-18808-Ljbffr

Manages the Planning Services for Bone Marrow Transplant (BMT) patients at American Hospital Dubai. Develops and implements goals while monitoring adherence to Standard Operating Procedures (SOPs) across all critical aspects of clinical service. Provides recommendations to resolve compliance issues in line with Dubai Health Authority (DHA) regulations. Engages with key ancillary departments to identify, monitor, and sustain systems supporting all areas of clinical program operations. Oversees all clinical and clerical staff, fostering positive interactions among team members, patients, and hospital departments, and reports directly to the Director of the Cancer Centre. Partners with the Director to create and uphold a Quality Management Plan (QMP) for the BMT Program, ensuring compliance with regulatory agencies such as the Foundation for the Accreditation of Cellular Therapy (FACT), Food and Drug Administration (FDA), American Association of Blood Banks (AABB), and American Hospital Dubai (AHD) policies and procedures.

Responsibilities

• Implements and sustains the Quality System in the clinical transplant setting across collection programs, ensuring adherence to standards for quality management in adult and pediatric clinical programs and apheresis collection.
• Ensures compliance with BMT program Quality System standards, requirements, policies, and accreditation practices, overseeing document control, change management, and periodic review processes.
• Establishes, coordinates, and maintains procedures, processes, and policies for the Bone Marrow Transplant (BMT) program, focusing on maintaining quality and safety.
• Takes accountability for improving quality metrics within the department/unit and achieving organizational targets through defined quality objectives and functional responsibilities.
• Promotes continuous performance improvement in daily operations, addressing any identified discrepancies and trends in collaboration with clinicians.
• Maintains high-quality care for adult and pediatric recipients by independently conducting audits, reporting outcomes, and leading quality improvement activities and investigations.
• Serves as a clinical role model for staff, demonstrating knowledge of general nursing principles and applying pathophysiology in care.
• Works independently and collaborates with a multidisciplinary team throughout the transplant process, demonstrating expertise in Bone Marrow Transplant and educating patients and families.
• Participates in data collection and review for service enhancement within the department, recommending modifications based on Quality Improvement (QI) findings.
• Demonstrates service excellence by following American Hospital Dubai's standards and values (Professionalism, Respect, Integrity, Diversity, Excellence) and fostering positive interactions with patients, families, and staff.
• Promotes teamwork among program staff, fostering a collaborative and supportive environment.
• Ensures a safe working environment by following hospital safety, infection control, and security protocols.
• Encourages and investigates incident and customer complaint reporting, contributing to patient and family care improvements and initiating risk management processes as needed.
• Demonstrates effective communication with patients and staff, showing cultural sensitivity and proper etiquette in all interactions.
• Facilitates unit workflow, assigns tasks, and manages staffing needs, supporting efficient operations.
• Provides age-appropriate and developmentally suitable care, involving patients, significant others, and healthcare providers in the care and education process.
• Adheres to policies for safe handling, administration, and documentation of Narcotic/Controlled Drugs, ensuring compliance with hospital protocols.
• Displays professionalism in personal appearance and follows American Hospital Dubai's standards for patient and family interaction, acting as an escort when needed and ensuring a welcoming environment.
• Assumes responsibility for personal work and training needs, identifying areas for improvement and pursuing relevant training.
• Contributes to document control by developing and maintaining BMT Standard Operating Procedures and batch production records, supporting program documentation needs.
• Supports teamwork and collaboration among BMT program staff to build a cohesive and cooperative team.

Qualifications

• Bachelor's degree in nursing (minimum of three (3) years full-time course duration) or
• Degree in Nursing (minimum two (2) years course duration) and Registration as a Registered Nurse from Canada, USA, UK, Ireland, South Africa, New Zealand, and Australia.
• For UAE nationals graduates of UAE or non-UAE universities are exempted from the experience and clinical training requirements for the applied title. (UAE nationals must submit a copy of their birth certificate and the mother's family book).
• Non-UAE national graduates from UAE universities are required to successfully complete six (6) months of clinical training post-graduation in an APS health facility (except for Registered and assistant Nurse titles).
• Must hold a valid License/Registration to practice in their home country and/or country of last employment (where applicable).
• Must hold a minimum of a valid Basic Life Support (BLS) Certification or others according to the scope of practice.
• Post Graduate Qualification in Nursing Management/Advanced Clinical Speciality preferable.

PROFESSIONAL EXPERIENCE:

• Minimum of seven (7) years of nursing experience in the Bone Marrow Transplantation Unit.
• Minimum of three (3) years of Managerial Experience in the Bone Marrow Transplantation Unit.
• Knowledge of Joint Commission International Accreditation (JCIA) and Foundation for the Accreditation of Cellular Therapy (FACT).
• Skills in Leadership and Management.
• Ability to speak and write in English fluently.

#J-18808-Ljbffr

The Role
Position Title: Client Complaint & Quality Manager Employment Type: Full Time Salary: up to 12K AED all-inclusive depending on experience and qualifications Job Location: Dubai, UAE About the Client: A Dubai-based travel company with 20+ years of experience delivering exceptional holiday experiences worldwide. Job Description: • Manage end-to-end client complaints (bookings, cancellations, refunds, travel services) using ERP, ensuring timely resolution and root cause analysis. • Develop and enforce SOPs for all client-facing processes, conduct audits, and monitor KPIs to maintain service excellence and regulatory compliance. • Collect and analyze feedback from surveys, online reviews, and call centers; identify trends and implement process improvements to enhance customer experience. • Work with operations, sales, and reservations teams to resolve issues, prevent recurring problems, and provide management with actionable dashboards and reports.

Requirements
• Open to Arabic nationalities, 35 to 45 years old • Bachelor’s degree in Hospitality, Travel & Tourism, Business Administration or in any relevant field • At least 3 years UAE experience in the same role from travel and tourism industry with strong knowledge of UAE labor laws, travel regulations, airline/hotel service standards, and complaint resolution frameworks • Must be proficient in ERP and ticketing systems, MS Office, and reporting tools

About the company
RTC-1 Employment Services is a licensed recruitment firm based in Dubai, UAE. Our team has been in the market since 2004 and we are supporting various industries with their staffing needs across the Middle East and Africa.

Overview

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Description

The Assistant Training and Quality Manager plays a pivotal role in driving learning excellence and service quality across The First Group Hospitality portfolio. This individual supports the planning, coordination, and execution of training and quality assurance initiatives, ensuring alignment with diverse international brand standards and enhancing both team performance and guest satisfaction.

• Assist in the design, coordination, and delivery of engaging training programs, with a special focus on leadership development and performance-based learning.
• Facilitate onboarding and induction programs, ensuring new hires are immersed in brand culture and operational standards from day one.
• Support departmental trainers in the delivery of impactful, on-the-job learning across all properties.
• Manage cross-property training calendars, track participation, measure training effectiveness, and ensure consistency in execution.
• Maintain and monitor compliance with mandatory e-learning platforms from various international brands
• Provide regular training performance reports and insights to senior leadership.
• Conduct training needs analysis (TNA) using data from performance reviews, guest feedback, and operational KPIs to identify and close skill gaps.
• Support the implementation and routine monitoring of brand standards and service excellence benchmarks across all properties.
• Conduct internal audits, mystery shopper evaluations, and departmental quality inspections to ensure alignment with operational expectations.
• Analyze guest feedback (e.g., TrustYou, Medallia, ReviewPro, Brand Audits) to identify service opportunities and drive improvement.
• Assist in the creation and execution of quality improvement plans, ensuring timely and effective follow-up on all action points.
• Support internal communications regarding quality standards, brand updates, and best practices sharing.
• Establish strong and collaborative relationships with Head of Departments, HR Business Partners, and property leadership teams to support training alignment and performance goals.
• Act as a learning and quality partner for all operational departments to ensure continuous professional development and guest-centric service culture.

Desired Skill & Expertise

• Minimum 3 years’ experience in the hospitality industry, ideally with exposure to both training and quality management functions.
• Previous experience working in a multi-property or group-level role is highly desirable.
• Proven ability to work with multiple international brands, understanding and applying different standards and e-learning ecosystems.
• Strong facilitation, communication, and presentation skills across all levels of the organization.
• Demonstrated analytical capability, especially in identifying training needs and supporting data-driven learning strategies.
• Proficiency in Microsoft Office, especially PowerPoint (for professional presentations and training decks) and Excel (for data tracking, analysis, and reporting).
• Highly organized, self-motivated, and capable of managing multiple priorities in a fast-paced environment.
• A passion for people development, service excellence, and continuous improvement.

#J-18808-Ljbffr