Hotel Quality Assurance Manager (6 months Mission Hotel exp. required)

AccorHotel; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Sofitel Dubai The Palm is seeking a Quality Assurance Manager to safeguard service quality and brand compliance across the hotel. You will monitor standards, conduct audits, and drive continuous improvement to uphold the luxurious Sofitel experience.

Collaborate with department heads and the People & Culture team to close gaps, enhance guest satisfaction, and maintain impeccable brand adherence in a five-star environment.

Qualifications

• Bachelor's degree or diploma in Hospitality Management, Quality Management, Business Administration or a related field.
• Strong knowledge of quality audits, guest satisfaction measurement and service excellence.

Responsibilities

• Monitor and evaluate service quality across all hotel departments to ensure compliance with Sofitel brand standards and luxury hospitality expectations.
• Conduct regular quality audits, inspections and service evaluations, identifying areas for improvement and ensuring corrective actions are implemented.
• Analyse guest feedback, satisfaction surveys, online reviews and quality performance reports to identify trends and improve the guest experience.
• Work with department heads to implement action plans addressing service gaps and enhance operational performance.
• Ensure compliance with hotel policies, brand standards, quality procedures and health, safety and hygiene requirements.
• Coordinate internal quality assessments and external brand audits to maintain required standards.
• Monitor guest journey touchpoints and ensure consistent delivery of personalised, seamless guest experiences.
• Support the implementation of quality improvement initiatives and colleague training.

Skills

Quality management

Analytical thinking

Communication

Interpersonal skills

Hotel operations

English fluency

Education

Bachelor's or diploma in Hospitality/Quality/Business

Tools

Microsoft Office

Guest feedback systems

Job description

The Quality Assurance Manager is responsible for ensuring the highest standards of service quality guest satisfaction and brand compliance across the hotel. The role focuses on monitoring service standards conducting quality audits driving continuous improvement and ensuring the Sofitel Dubai The Palm experience reflects the brands commitment to French elegance and luxury hospitality.

Key Responsibilities

• Monitor and evaluate service quality across all hotel departments to ensure compliance with Sofitel brand standards and luxury hospitality expectations.
• Conduct regular quality audits inspections and service evaluations identifying areas for improvement and ensuring corrective actions are implemented.
• Analyse guest feedback satisfaction surveys online reviews and quality performance reports to identify trends and improve the guest experience.
• Work closely with department heads to develop and implement action plans to address service gaps and enhance operational performance.
• Ensure compliance with hotel policies brand standards quality procedures and applicable health safety and hygiene requirements.
• Coordinate internal quality assessments and external brand audits ensuring the hotel is prepared and all required standards are maintained.
• Monitor guest journey touchpoints and ensure consistent delivery of personalised seamless and memorable guest experiences.
• Support the implementation of quality improvement initiatives service excellence programmes and colleague training.
• Prepare regular quality performance reports and present findings recommendations and improvement plans to the hotel management team.
• Promote a culture of continuous improvement accountability and service excellence across all departments.
• Collaborate with the People & Culture team and department leaders to strengthen colleague engagement and service delivery.
• Monitor the effectiveness of corrective and preventive actions and follow up with relevant departments to ensure sustainable improvements.
• Keep up to date with luxury hospitality trends guest expectations and quality management best practices.

Qualifications:

• Bachelors degree or diploma in Hospitality Management Quality Management Business Administration or a related field.
• Minimum of 35 years of experience in quality assurance quality management or hotel operations within the luxury hospitality industry.
• Previous experience in a five-star hotel preferably within an international luxury hotel brand.
• Strong knowledge of luxury hotel brand standards quality audits guest satisfaction measurement and service excellence.
• Excellent analytical organisational communication and interpersonal skills.
• Ability to interpret guest feedback and quality performance data and translate findings into practical improvement plans.
• Strong attention to detail problem-solving skills and the ability to influence teams across different departments.
• Proficiency in Microsoft Office and hotel quality management or guest feedback systems.
• Fluency in English is essential; additional languages are an advantage.

Remote Work:

No

Employment Type:

Full-time