Manager - Quality, Guest Experience & Tenant Relations

About Aldar Hospitality

Aldar Hospitality is driven by human connections and a passion to redefine guest experiences. Our hospitality portfolio, spanning hotels, island resorts, golf clubs, marinas, and iconic beach clubs, reflects a nurturing and evolving spirit. As a subsidiary of Aldar Properties PJSC, a leading UAE real estate developer and manager, we are expanding our footprint locally and internationally. Our mission is to transform ordinary moments into unforgettable memories through exceptional guest experiences.

Role Overview

The Manager - Quality, Guest Experience & Tenant Relations is responsible for overseeing quality, guest experience, and tenant relations across the Aldar Hospitality portfolio. This role ensures governance, performance monitoring, and alignment with corporate goals. Acting as a bridge between Aldar Group, Hospitality leadership, and Business Units, this position coordinates group programs and hospitality initiatives, analyzes operational and customer insights, and provides executive management with insights for strategic planning. The role fosters operational excellence, commercial success, and consistency throughout Aldar Hospitality's hospitality and retail assets through collaboration and continuous improvement.

Core Responsibilities

• Lead the Quality and Guest Experience strategy ensuring it aligns with business priorities and Aldar Group customer experience standards.
• Coordinate the rollout of Aldar Group Customer Experience programs and initiatives across the portfolio, maintaining effective communication and follow-up with business units.
• Act as the primary liaison between Aldar Group Customer Experience, hospitality leadership, and business units to promote standardized adoption of corporate policies and best practices.
• Drive continuous improvement by assessing operational performance, identifying gaps, and supporting Business Units with improvement implementation.
• Collaborate with business units to create, monitor, and challenge action plans assuring timely completion and alignment with corporate directives.
• Analyze customer insights, performance data, and assessment results to identify risks and opportunities, providing actionable recommendations for operational excellence.
• Enhance key customer interaction points by partnering with business units to implement initiatives that elevate the guest experience.
• Implement and oversee corporate performance metrics, ensuring governance and alignment with Aldar Group criteria across the portfolio.

• Consolidate portfolio results into detailed executive reports and strategic presentations to assist Executive Management and the Board in monitoring performance and risks.
• Track asset-level outcomes to detect trends, gaps, and areas requiring corporate focus.
• Evaluate customer feedback, online reputation, social media monitoring, and operational data to produce insights and recommend strategic measures for portfolio enhancement.
• Deliver presentations on portfolio status and strategies at Executive Management reviews, supporting business planning and ongoing improvements.
• Collaborate with Commercial, Marketing, Operations, Digital, IT, and other functions to launch cross-department initiatives that improve customer satisfaction and business results.
• Enhance reporting systems, insight platforms, and performance measurement tools to improve portfolio transparency and executive decision-making.
• Benchmark industry standards, emerging trends, and competitor performance and suggest initiatives to uplift portfolio performance and operational quality.

• Oversee retail leasing activities within Aldar Hospitality’s portfolio to ensure governance, consistency, and business objective alignment.
• Maintain current records of lease documents, availability, and tenancy to support compliance, reporting, and audits.
• Monitor lease terms proactively to manage renewals, replacements, or terminations in coordination with stakeholders.
• Review lease agreements with Aldar Legal and Business Units for compliance before execution.
• Aggregate and analyze leasing and occupancy data to produce reports and insights aiding commercial decisions.
• Identify commercial risks and contractual milestones and facilitate early action planning.
• Serve as the key connection between Aldar Hospitality and Aldar Group Retail Leasing to encourage knowledge sharing and best practice adoption.
• Assist Business Units in evaluating leasing options and facilitate tenant introductions when appropriate.
• Support portfolio planning, budgeting, and forecasts through updated leasing records and performance analysis.

Qualifications and Experience

• Degree in Business Administration, Hospitality Management, Real Estate Management, or a related field.
• At least 7 years of experience in Quality Management, Customer Experience, Portfolio or Asset Management, Retail Leasing, or a related corporate role within hospitality, real estate, or mixed-use developments.
• Preferably experienced in managing multi-property or portfolio environments.
• Skilled in performance reporting, business analytics, stakeholder engagement, and multi-department project coordination.
• Familiarity with customer experience platforms, business intelligence tools, and reporting technologies is beneficial.

Equal Employment Opportunity

Aldar is committed to diversity and inclusion, ensuring equitable opportunities and accessibility for all candidates and employees. Reasonable accommodations are available during the recruitment process upon request, and candidate information is treated confidentially.