Luxury Hotel Quality Assurance Lead

Accor; 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

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.