Director, Quality Assurance and Guest Experience

Director, Quality Assurance and Guest Experience (20461) Atlantis Dubai is part of Kerzner International, and home to two extraordinary resorts: the world-renowned Atlantis, The Palm and the ultra-luxury Atlantis The Royal. Together, they represent world-class service, bold innovation, and unforgettable experiences brought to life. With over 6,000 colleagues from 129 nationalities, Atlantis Dubai operates as one team, with many departments and back-of-house functions seamlessly supporting both resorts. Across every role and department, our shared purpose is the same: to create amazing experiences and everlasting memories - not only for our guests, but for our colleagues too. We are seeking a strategic and influential Director of Quality Assurance & Guest Experience to lead the quality agenda across one of the world's most complex integrated resort operations. This role is responsible for driving a culture of excellence across all guest touchpoints, ensuring that quality, service delivery, and guest satisfaction remain at the forefront of every operational decision. This is not a traditional auditing or compliance role. We are looking for a leader who understands luxury hospitality at the highest level and can influence senior operational leaders to continuously elevate the guest experience. The successful candidate will combine operational credibility, commercial acumen, and an exceptional understanding of luxury service to identify opportunities, challenge the status quo, and drive sustainable improvements across the business. Key Responsibilities - Develop and execute the resort-wide quality and guest experience strategy. - Act as the custodian of luxury service standards across all guest-facing and operational areas. - Partner with executive leadership and department heads to drive continuous improvement initiatives that enhance guest satisfaction and operational performance. - Analyse guest feedback, service trends, operational data, and quality indicators to identify opportunities and risks. - Lead the resort's approach to Forbes Travel Guide standards, quality assessments, and service excellence initiatives. - Provide clear insight and recommendations to senior leadership through detailed reporting and performance analysis. - Drive accountability across the organisation by ensuring action plans are implemented and service improvements are sustained. - Conduct strategic reviews of the guest journey to identify gaps, remove friction points, and elevate the overall experience. - Lead quality assurance programmes, audits, inspections, and service evaluations across all business areas. - Champion a culture where exceptional service, attention to detail, and guest-centric thinking are embedded throughout the organisation. About You This role requires more than quality assurance expertise. You must possess a deep understanding of luxury hospitality and have the credibility to influence leaders across multiple disciplines within a large-scale resort environment. You are highly visible, commercially aware, and comfortable operating at both a strategic and operational level. You understand what distinguishes exceptional service from merely good service and can translate guest expectations into meaningful business actions. You are naturally curious about the guest experience, consistently seeking opportunities to raise standards, challenge existing practices, and create moments that guests remember. Experience - Minimum 10 years of progressive leadership experience within luxury hospitality. - Significant experience within 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. - Experience influencing senior operational stakeholders and leading change within complex organisations. - Demonstrated ability to analyse guest insights and operational data to drive measurable business improvements. - Exceptional communication, presentation, and stakeholder management skills. - Bachelor's degree in Hospitality Management, Business Administration, or a related discipline. - Proven background of 5 Star Forbes Leadership - Experience in leading large-scale service culture or organizational transformation initiatives We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive programme, and a variety of colleague wellness and social initiatives. With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to wo

Minimum 10 years of progressive leadership experience within luxury hospitality. Significant experience within 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. Experience influencing senior operational stakeholders and leading change within complex organisations. Demonstrated ability to analyse guest insights and operational data to drive measurable business improvements. Exceptional communication, presentation, and stakeholder management skills. Bachelor's degree in Hospitality Management, Business Administration, or a related discipline. Proven background of 5 Star Forbes Leadership. Experience in leading large-scale service culture or organizational transformation initiatives.

Develop and execute the resort-wide quality and guest experience strategy. Act as the custodian of luxury service standards across all guest-facing and operational areas. Partner with executive leadership and department heads to drive continuous improvement initiatives that enhance guest satisfaction and operational performance. Analyse guest feedback, service trends, operational data, and quality indicators to identify opportunities and risks. Lead the resort's approach to Forbes Travel Guide standards, quality assessments, and service excellence initiatives. Provide clear insight and recommendations to senior leadership through detailed reporting and performance analysis. Drive accountability across the organisation by ensuring action plans are implemented and service improvements are sustained. Conduct strategic reviews of the guest journey to identify gaps, remove friction points, and elevate the overall experience. Lead quality assurance programmes, audits, inspections, and service evaluations across all business areas. Champion a culture where exceptional service, attention to detail, and guest-centric thinking are embedded throughout the organisation.