Director, Quality Assurance and Guest Experience

Kerzer International
Dubai
Full timeFunction: QA, Test & Release EngineeringExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Strategic thinking","Communication","Stakeholder management","Analytical thinking"]

Lead the resort-wide quality and guest experience agenda across Atlantis Dubai’s complex integrated operations. Drive a culture of luxury service excellence across all guest touchpoints, partner with executive leaders on continuous improvement, and use guest feedback, service trends, and operational data to identify gaps and sustain action plans. Oversee quality assurance programmes, audits, inspections, and service evaluations, including Forbes Travel Guide standards, and provide reporting and recommendations to senior leadership.

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Kerzer International
Kerzer International
5 hours ago

Director, Quality Assurance and Guest Experience

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Job Summary

Lead the resort-wide quality and guest experience agenda across Atlantis Dubai’s complex integrated operations. Drive a culture of luxury service excellence across all guest touchpoints, partner with executive leaders on continuous improvement, and use guest feedback, service trends, and operational data to identify gaps and sustain action plans. Oversee quality assurance programmes, audits, inspections, and service evaluations, including Forbes Travel Guide standards, and provide reporting and recommendations to senior leadership.
Location: Dubai
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Director level

Key Responsibilities

  • •Develop and execute the resort-wide quality and guest experience strategy.
  • •Custodian of luxury service standards across guest-facing and operational areas.
  • •Partner with executive leadership and department heads to drive continuous improvement initiatives.
  • •Analyse guest feedback, service trends, operational data, and quality indicators to identify opportunities and risks.
  • •Lead quality assurance programmes, audits, inspections, and service evaluations aligned to Forbes Travel Guide standards.

Pay and Benefits

Perks:Health InsuranceDentalLife InsuranceAnnual FlightsLearning Budget

Key Requirements

  • •Minimum 10 years of progressive leadership experience within luxury hospitality.
  • •Significant experience with a Forbes-rated hotel, luxury resort, integrated resort, or internationally recognised luxury brand.
  • •Proven success leading quality, guest experience, operational excellence, or service transformation initiatives at a property or multi-property level.
  • •Strong understanding of luxury guest behaviours, expectations, and service standards.
  • •Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline.
Experience:10+ yearsLuxury hospitalityHospitality leadershipForbes-rated propertiesIntegrated resortsLuxury resorts
Education:Bachelor's in Hospitality Management, Business Administration, or a related discipline
Skills:LeadershipStrategic thinkingCommunicationStakeholder managementAnalytical thinking

Company Brief

Kerzer International
Kerzner International develops and manages luxury resorts, hotels and branded leisure destinations worldwide, including Atlantis and One&Only properties, delivering integrated hospitality, entertainment and residential experiences at premier beachfront and destination locations.
Industry: Hotels & Resorts
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1972
WebsiteLinkedIn