Quality Assurance Manager 6 Months Mission

Accor; Dubai; On-site; AED 210,000 - 330,000; Full time

Job summary

Sofitel Dubai The Palm invites a dedicated Quality Assurance Manager to uphold luxury service standards across the resort. You will lead audits, monitor guest satisfaction, and drive continuous improvement with department leaders.

Fluency in English, 3–5 years in quality assurance within five-star hospitality, and a passion for brand compliance are essential. This permanent, full-time role is based on-site at Palm Jumeirah.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Quality Management, Business Administration, or a related field.
• 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.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Monitor and evaluate service quality across hotel departments to ensure compliance with brand standards and luxury expectations.
• Conduct regular quality audits and service evaluations, identifying areas for improvement and ensuring corrective actions.
• Analyze guest feedback, satisfaction surveys, online reviews, and quality performance reports to identify trends and improve guest experience.
• Collaborate with department heads to implement action plans addressing service gaps and enhancing performance.
• Ensure compliance with health, safety, hygiene, and brand quality procedures.
• Coordinate internal quality assessments and external brand audits to maintain required standards.
• Monitor guest journey touchpoints to ensure personalised and memorable experiences.
• Support quality improvement initiatives and colleague training.
• Prepare regular quality performance reports and present findings and recommendations.

Skills

Analytical skills

Organizational skills

Communication

Interpersonal skills

Education

Hospitality/Quality Management degree

Tools

MS Office

Job description

Job Description:

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestledamongst lush greeneryonthe idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropicaland relaxingsanctuary, only ashort distance away from the vibrant, buzzing metropolis of Dubai.

With touches of Frencheleganceinterlacedthroughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

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 brand’s 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

• 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.

• Job-Category: Rooms
• Job Type: Permanent
• Job Schedule: Full-Time