Luxury Hotel Quality Assurance Lead

Accor; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Sofitel Dubai The Palm, a luxury 5-star beachfront resort, is seeking a Hotel Quality Assurance Manager for a 6-month mission. The role focuses on monitoring service quality, audits, and guest feedback to uphold the brand's French elegance and luxury hospitality standards.

You will drive continuous improvement across all departments and collaborate with department heads to address service gaps and enhance operational performance while ensuring health, safety, and hygiene requirements are met.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Quality Management, Business Administration, or a related field.
• Minimum of 3–5 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.

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.

Skills

Analytical skills

Organizational skills

Communication skills

Interpersonal skills

MS Office proficiency

Education

Bachelor's degree or diploma in Hospitality/Quality/Business

Tools

Quality management systems

Guest feedback systems

Job description

Sofitel Dubai The Palm, a luxury 5-star beachfront resort, is seeking a Hotel Quality Assurance Manager for a 6-month mission. The role focuses on monitoring service quality, audits, and guest feedback to uphold the brand's French elegance and luxury hospitality standards.

You will drive continuous improvement across all departments and collaborate with department heads to address service gaps and enhance operational performance while ensuring health, safety, and hygiene requirements are met.