Manager - Quality, Guest Experience & Tenant Relations

About Aldar Hospitality Powered by human connections and the desire to reimagine guest experiences, every destination within our hospitality portfolio is transformed to reflect the human spirit: nurturing, ever evolving and wholesome. Our diverse portfolio of assets ranges from hotels and island resorts to golf clubs, marinas, and iconic beach clubs. Our footprint in the local and international hospitality landscape is growing and we are on a mission to turn ordinary moments into lifelong memories through offering unforgettable guest experiences. Aldar Hospitality is the subsidiary of Aldar Properties PJSC, the leading real estate developer and manager in the UAE. Come and join us on this journey.About the Role The Manager - Quality, Guest Experience & Tenant Relations provides portfolio-wide oversight of quality, guest experience and tenant relations across Aldar Hospitality, ensuring effective governance, performance management, and alignment with corporate objectives. Acting as the corporate link between Aldar Group, Hospitality leadership and Business Units, the role coordinates the implementation of Group programmes and Hospitality-led initiatives, monitors portfolio performance, translates operational and customer insights into business actions, and provides Executive Management with the visibility required to support strategic decision-making.Through cross-functional collaboration, governance, performance oversight and continuous improvement, the role promotes operational excellence, commercial performance and consistency across Aldar Hospitality's hospitality and retail portfolios.ResponsibilitiesPortfolio Enablement & Continuous ImprovementLead Aldar Hospitality's Quality and Guest Experience strategy, ensuring alignment with business priorities and Aldar Group Customer Experience requirements. Coordinate the implementation of Aldar Group Customer Experience programmes and Aldar Hospitality-led initiatives across the portfolio, ensuring effective alignment, communication and follow-up with business units. Serve as the primary point of coordination between Aldar Group Customer Experience, Hospitality leadership and business units, facilitating collaboration and promoting the consistent adoption of corporate standards, initiatives and best practices. Facilitate continuous improvement across the hospitality portfolio by evaluating operational performance, identifying opportunities and partnering with General and Quality Managers to support the execution of improvement initiatives. Partner with business units to develop, monitor and challenge improvement plans, ensuring timely execution of agreed actions and alignment with corporate priorities. Analyse customer insights, assessment outcomes and portfolio performance trends to identify risks, improvement opportunities and strategic priorities, providing recommendations that support operational excellence across the portfolio.Promote the continuous enhancement of key customer touchpoints by working collaboratively with business units to identify and implement initiatives that strengthen the overall guest experience. Coordinate the implementation and monitoring of corporate performance measures, ensuring consistent application, governance and alignment with Aldar Group requirements across the hospitality portfolio.Portfolio Performance & Executive InsightsConsolidate portfolio performance into executive reports, strategic insights and management presentations that enable Executive Management and the Board to monitor performance, assess risks and support informed decision-making. Monitor portfolio performance by evaluating asset-level results, identifying trends, performance gaps and opportunities requiring corporate attention. Analyse customer feedback, online reputation, social listening and operational performance data to generate actionable insights and strategic recommendations that support portfolio performance. Present portfolio performance, emerging trends and strategic recommendations during Executive Management reviews, contributing to business planning and continuous improvement initiatives. Collaborate with Commercial, Marketing, Operations, Digital, IT and other relevant corporate functions to deliver cross-functional initiatives that enhance customer experience and business performance. Drive the continuous enhancement of reporting capabilities, customer insight platforms and performance measurement tools to strengthen portfolio visibility and executive decision-making. Benchmark industry trends, emerging practices and competitive performance, recommending initiatives that improve portfolio performance, customer satisfaction and operational excellence.Retail Leasing Governance & Portfolio OversightProvide corporate oversight of retail leasing activities across Aldar Hospitality's portfolio, ensuring consistency, governance and alignment with business objectives. Maintain an accurate and up-to-date portfolio of lease documentation, availability records and tenancy information to support reporting, compliance and audit requirements. Monitor lease lifecycles across Business Units, proactively tracking upcoming lease expiries and coordinating with relevant stakeholders to support renewal, replacement or exit strategies. Review lease agreements and supporting documentation prior to execution, coordinating with Aldar Legal and Business Units to ensure compliance with corporate policies and governance requirements. Consolidate and analyse leasing data, occupancy trends and tenant performance, preparing portfolio reports and executive insights that support commercial planning and decision-making. Identify commercial risks, contractual milestones and portfolio opportunities, escalating key issues and supporting proactive action planning. Act as the primary liaison between Aldar Hospitality and Aldar Group Retail Leasing, facilitating knowledge sharing and promoting the adoption of Group best practices and governance standards. Support Business Units in evaluating retail leasing opportunities and facilitating introductions to prospective tenants where appropriate. Contribute to portfolio planning, budgeting and forecasting by maintaining accurate leasing data and supporting commercial performance reviews.Required skills and qualificationsBachelor's degree in Business Administration, Hospitality Management, Real Estate Management or a related discipline. Minimum of 7 years of experience in Quality Management, Customer Experience, Portfolio Management, Asset Management, Retail Leasing or a related corporate function within hospitality, real estate or mixed-use developments. Experience working in a multi-property or portfolio environment is preferred. Demonstrated experience in performance reporting, business analytics, stakeholder management and cross-functional project coordination. Experience working with customer experience platforms, business intelligence tools and performance reporting solutions is an advantage.Equal Opportunity StatementAldar is an equal opportunity employer. We celebrate all forms of diversity and remain committed to creating an inclusive and accessible environment for all applicants and employees. We will ensure that all candidates are provided reasonable accommodations to participate in the job application process, be considered for a range of critical job functions and receive other benefits and privileges of employment, ensuring equitable opportunities and accessibility for all. Please contact us to request accommodation. Your data will be treated confidentially.