Quality Assurance Manager - Luxury Hospitality Experience Lead

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

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.