Job description
Role Overview
Quality Manager at IHG Hotels & Resorts, InterContinental Doha Beach & Spa, located in Doha, Qatar.
Company Overview
IHG Hotels & Resorts is the world's largest family of luxury hotels. The InterContinental Doha Beach & Spa is located on Doha's longest private beach, nestled in landscaped gardens, and features 12 restaurants, recreational facilities, a free-form swimming pool, and Spa InterContinental. The property is situated in an exclusive location minutes from downtown Doha, major government and corporate offices, the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club.
Role Purpose
Drive the hotel's quality agenda by ensuring IHG and InterContinental brand standards, service expectations, and operational procedures are consistently understood, implemented, and sustained. Work with the Executive Committee, Heads of Department, and operational teams to identify improvement opportunities, translate quality insights into action, and support delivery of exceptional guest experiences.
Key Responsibilities
Guest Experience & Service Delivery
- 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.
- Ensure consistent delivery of personalized, thoughtful, and detail-oriented service aligned with the hotel's luxury service philosophy.
Quality Culture & Leadership
- Embed a strong culture of quality and service excellence across all departments through visible leadership and hands-on operational presence.
- Provide constructive feedback and challenge teams in a positive and solution-oriented manner.
Performance Analysis & Improvement
- 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.
- Conduct regular internal quality audits, service evaluations, and compliance reviews across all operational areas.
Qualifications & Experience
- Previous experience in a Quality, Guest Experience, Operations, or Rooms/Hotel Management role, preferably within a luxury or international hotel environment.
- Previous experience working with hotel quality programs, brand standards, audits, or inspection processes.
- Previous experience within IHG Hotels & Resorts or another international luxury hospitality group is advantageous.
Skills & Competencies
- Strong understanding of luxury hospitality standards, service excellence, and quality assurance principles.
- 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.
- Strong understanding of continuous improvement and root-cause analysis.
- Excellent organizational and follow-up skills, with the ability to manage multiple priorities and initiatives.
Additional Information
- Competitive salary and benefits offered.