Director of Quality - InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa

Role Overview

Director of Quality at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa, operated by IHG Hotels & Resorts. The resort is located on Hayat Island in Ras Al Khaimah, less than an hour from Dubai.

Company Overview

InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is a luxury beachfront resort offering a refined yet relaxed escape surrounded by natural landscapes, open sea views, and powder-soft beaches. The resort features a collection of rooms, villas, and residences, a variety of restaurants and bars, and award-winning spa and leisure facilities. It caters to families, couples, and groups seeking thoughtful, personal, and memorable experiences in a true resort setting. IHG Hotels & Resorts is the world's largest family of luxury hotels, shaped by decades of international know-how and local insight, and is recognized as the world's most international luxury hotel brand.

Role Purpose

Lead strategic quality initiatives across the resort to strengthen service delivery, drive continuous improvement, and ensure exceptional luxury experiences. This role combines the core scope of a Quality Manager position with senior leadership responsibility for guest experience, brand compliance, and quality excellence in partnership with the resort's leadership team.

Key Responsibilities

Strategy & Leadership

• Lead the resort's overall quality strategy, ensuring consistent delivery of IHG brand standards and luxury service expectations.
• Provide strategic direction to department leaders following quality audits, service observations, and guest experience reviews.
• Work closely with senior leadership to strengthen standard operating procedures, service standards, and operational processes across all departments.
• Champion a culture of accountability, service excellence, and continuous improvement throughout the resort.

Guest Experience & Performance

• Drive guest experience performance by analyzing feedback, identifying trends, and leading hotel-wide improvement plans.
• Translate guest feedback and performance data into clear, actionable improvement initiatives.

Quality Assurance & Compliance

• Lead hotel-wide preparation for quality evaluations, brand audits, and other quality assurance initiatives.

Training & Development

• Partner with Learning & Development to turn quality insights and performance gaps into focused training and development initiatives.

Stakeholder Management

• Influence and collaborate effectively with senior leaders and operational teams across the hotel.

Qualifications & Experience

• Bachelor's degree in Hospitality, Hotel Management, Business Administration, or a related field.
• Strong leadership experience in Quality, Guest Experience, or Hotel Operations, preferably within a luxury hotel or resort environment.
• Proven experience leading quality assurance, brand standards, audits, and guest experience improvement initiatives.
• Previous IHG or international luxury hotel experience is an advantage.

Skills & Competencies

• Strong analytical skills with the ability to translate guest feedback and performance data into clear action plans.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Strong knowledge of guest feedback platforms and quality management systems.

Additional Information

• Competitive salary that rewards performance.
• Full uniform provided.
• Impressive room discounts.
• Comprehensive training programs.
• IHG Hotels & Resorts provides equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
• Commitment to inclusive teams where colleagues are encouraged to bring their whole selves to work.
• myWellbeing framework supporting health, lifestyle, and workplace wellbeing.