Job description
Role Overview
Quality Manager at IHG Hotels & Resorts, InterContinental Doha The City, located in Doha, Qatar.
Company Overview
IHG Hotels & Resorts is the world's largest family of luxury hotels, shaped by decades of international know-how and local insights. InterContinental Doha The City is a luxury hotel located in the exclusive West Bay area of Doha, one of the tallest hotels in Qatar, positioned close to the Doha Exhibition and Convention Centre, government offices, and corporate headquarters. The hotel features spacious rooms and suites with panoramic city and sea views, award-winning restaurants, state-of-the-art meeting venues, a health and fitness club, and a rooftop pool.
Role Purpose
Drive the hotel's quality agenda by 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, identify opportunities for improvement, translate quality insights into action, and support the hotel in delivering 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.
Analysis & Insights
- Analyze Guest Love scores, Guest Satisfaction Index (GSI) results, and other guest feedback platforms to identify trends, strengths, and opportunities for improvement.
- Develop strong analytical skills to interpret guest feedback, quality scores, and operational data and translate insights into action.
Improvement & Compliance
- 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.
- Apply strong understanding of continuous improvement and root-cause analysis to drive operational enhancement.
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 (advantageous).
Skills & Competencies
- Strong understanding of luxury hospitality standards, service excellence, and quality assurance principles.
- Strong analytical skills with ability to interpret guest feedback, quality scores, and operational data.
- Excellent observation and attention to detail, with genuine passion for service excellence.
- Strong communication, coaching, and influencing skills, with ability to work effectively with colleagues at all levels.
- Excellent organizational and follow-up skills, with ability to manage multiple priorities and initiatives.
Additional Information
- Competitive pay and benefits provided.
- IHG Hotels & Resorts is committed to creating inclusive teams where difference is celebrated and colleagues are encouraged to bring their whole selves to work.
- Equal employment opportunities provided without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
- myWellbeing framework supports wellbeing in health, lifestyle, and workplace.