Quality Manager

About the Role

This position leads the quality assurance effort at the property, making sure training and development activities connect clearly with the hotel’s mission, brand standards, and customer expectations. The role also monitors employee satisfaction, drives ongoing improvement, and helps build momentum for change across the property.

Job Details

• Job number: 26075954
• Job category: Procurement, Purchasing, and Quality Assurance
• Location: West Bay, Zone 61, Doha, Qatar
• Schedule: Full time
• Remote status: Onsite
• Position level: Management

Candidate Profile

The role calls for a background in hotel or related hospitality operations, along with the ability to understand and communicate quality management methods effectively. It also requires comfort with data collection, budget awareness, cost control, statistical tools, strong presentation skills, and a detail-focused, analytical approach.

Education and Experience

• Either a 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related field, plus 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or another related professional area.
• Or a 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related field, plus 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or another related professional area.

Essential Skills and Experience

• Understanding of hotel operations and the hospitality business.
• Ability to explain quality practices and train others on them.
• Knowledge of data gathering and analysis methods.
• Awareness of budgeting and expense control.
• Working knowledge of statistical measurement tools.
• Strong presentation and communication ability.
• High attention to detail and analytical thinking.

Preferred Background

• Experience in operations, with a rooms or food and beverage background often preferred depending on the hotel setup.
• Prior training in guest relations.
• Experience using databases, word processors, spreadsheets, graphics software, and statistical applications.
• Training or hands-on experience with Six Sigma or Total Quality Management.

Core Responsibilities

The Quality Manager is expected to oversee quality goals, support training programs, manage quality tools, and strengthen the guest experience through analysis, communication, and follow-up actions.

Managing Quality Assurance Goals

• Participate in daily executive committee meetings to provide live updates on hotel performance and address guest incidents, and join monthly department meetings to strengthen quality training.
• Share weekly reviews of defect patterns, guest feedback, and recommended focus areas.
• Lead a weekly quality meeting centered on guestVoice, major incidents, and business standard audits.
• Document, monitor, and communicate progress on quality-related work to executive leaders, managers, associates, and the corporate office.
• Run problem-solving discussions to confirm that structured processes and quality tools are being used to reach resolution.
• Support process improvement teams and ensure improvements are practical, measurable, and driven by systematic methods.
• Spend time in operations to better understand on-the-ground issues and defects.
• Drive initiatives connected to business standard audits and guestvoice.
• Carry out monthly audits to confirm compliance with company and brand standards.
• Make and act on decisions that help the property continue progressing toward its goals.
• Lead property-level quality efforts that respond to key customer requirements.
• Handle other reasonable duties assigned by leadership.

Executing Quality Training Programs

• Work with Learning & Development to coach executive committee members and managers on problem solving, process improvement, and strategic planning.
• Create targeted training that improves service performance.
• Ensure brand values and philosophy are reflected in all training and development work.
• Partner with the L&D team to confirm that learning is transferred effectively into the hotel and classroom environment.
• Identify performance gaps and collaborate with managers to build and implement suitable training solutions.
• Coordinate with HR on a recognition program that highlights associates involved in the quality process.

Managing Quality Tools

• Check that management practices across all levels align with quality tools.
• Confirm that continuous improvement tools are available and actively used.
• Use data collection methods to identify, compile, display, monitor, and analyze defect trends.

Managing the Guest Experience

• Review guest feedback with the leadership team and ensure corrective action is completed.
• Build guest satisfaction into departmental meetings with a continuous improvement focus.
• Remain visible and regularly engage with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Support operational leaders in responding to guest feedback, concerns, and complaints across channels such as social media and TripAdvisor.

Additional Information

• Position type: Management.
• Work schedule: Full time.
• Location for the role is West Bay, Zone 61, Doha, Qatar.
• This is not a remote position.

Equal Opportunity

The employer provides equal employment opportunity and welcomes applicants from all backgrounds. Hiring decisions are made without discrimination on any legally protected basis, including disability or veteran status, or any other basis protected by applicable law.

About the Brand

W Hotels is built around curiosity, originality, and an open-minded approach to hospitality. The brand focuses on distinctive luxury experiences, with a service style centered on the idea of anticipating guest needs and creating memorable moments. It is part of Marriott International’s global portfolio.