Quality Assurance Manager

The client is a hospitality company based in Abu Dhabi, dedicated to delivering exceptional guest experiences through a blend of warm service, premium facilities, and locally inspired offerings. Known for its commitment to quality, innovation, and cultural hospitality traditions, the company serves both leisure and business travelers with a range of accommodations, dining options, and curated experiences. With a focus on guest satisfaction and operational excellence, it continues to contribute to Abu Dhabi’s reputation as a world‑class destination. About the Role The Senior Quality Assurance Manager position is a senior‑level role responsible for leading, developing, and executing comprehensive quality control and assurance strategies within a dynamic hospitality environment. This role ensures that all services, facilities, and guest experiences consistently meet or exceed established standards and regulatory requirements. The position plays a pivotal part in maintaining operational excellence, driving continuous improvement, and safeguarding the reputation of the hospitality organization in Abu Dhabi’s competitive market. Key Responsibilities Develop, implement, and continuously improve quality assurance policies, procedures, and standards tailored to the hospitality industry, ensuring alignment with both local and international regulations. Oversee regular audits and inspections of hotel operations, guest services, housekeeping, food and beverage, and facility maintenance to ensure compliance with quality benchmarks and health and safety standards. Analyze quality performance data, identify trends, and implement corrective and preventive actions to address root causes of non‑conformities or guest complaints. Lead training and development initiatives for staff at all levels, fostering a culture of quality awareness, guest satisfaction, and operational excellence. Collaborate closely with department heads—including Front Office, Housekeeping, Food & Beverage, and Engineering to integrate quality standards into daily operations and service delivery. Manage the documentation and reporting of quality metrics, audit findings, and improvement plans, ensuring transparency and accountability across all departments. Liaise with regulatory bodies and certification agencies to maintain compliance with hospitality industry standards, such as ISO 9001, HACCP, and local Abu Dhabi regulations. Drive continuous improvement projects, utilizing methodologies such as Six Sigma or Lean to enhance guest satisfaction, operational efficiency, and cost‑effectiveness. Respond promptly to guest feedback and incidents, coordinating investigations and implementing solutions to prevent recurrence. Benchmark organizational quality performance against industry best practices and competitors to identify opportunities for innovation and differentiation. Required Experience & Skills Extensive experience (typically 7+ years) in quality assurance or quality control roles within the hospitality sector, with at least 3 years in a managerial or supervisory capacity. In-depth knowledge of hospitality operations, including guest services, housekeeping, food and beverage, and facility management. Strong understanding of quality management systems (QMS), regulatory compliance, and industry certifications relevant to hospitality (e.g., ISO 9001, HACCP, local health and safety standards). Proven ability to conduct audits, risk assessments, and root cause analyses, with a track record of implementing effective corrective actions. Exceptional leadership, communication, and interpersonal skills, with the ability to train, motivate, and influence cross‑functional teams. Analytical mindset with proficiency in data analysis, reporting, and the use of quality management software tools. Experience managing relationships with regulatory authorities, certification bodies, and external auditors. Strong organizational and project management skills, with the ability to prioritize tasks and manage multiple initiatives simultaneously. High attention to detail, integrity, and a commitment to upholding the highest standards of service and compliance. Qualifications Bachelor’s degree in Hospitality Management, Quality Management, Business Administration, or a related field is required. Advanced certifications in quality management (such as Certified Quality Manager, Six Sigma Green/Black Belt, or ISO 9001 Lead Auditor) are highly desirable. Additional training in food safety (HACCP), occupational health and safety, or customer service excellence is advantageous. Demonstrated ongoing professional development in quality assurance or hospitality management. Tools & Technologies Quality Management Systems (QMS) software (e.g., ISO 9001 platforms, audit management tools) Hospitality Property Management Systems (PMS) and Guest Feedback Platforms Data analysis and reporting tools (e.g., Microsoft Excel, Power BI) Audit and inspection checklists (digital and paper‑based) Communication and collaboration tools (e.g., Microsoft Teams, Slack) Document management systems for SOPs, policies, and compliance records This role offers the opportunity to make a significant impact on guest satisfaction, operational efficiency, and the overall reputation of a leading hospitality organization in Abu Dhabi. The Senior Quality Assurance Manager will play a key role in shaping a culture of excellence, ensuring compliance, and driving continuous improvement across all facets of hospitality operations. 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