Luxury Quality & Service Excellence Lead

Accorhotel; Doha; On-site; QAR 180,000 - 320,000; Full time

Job summary

Raffles & Fairmont Doha is seeking a Quality Manager to lead and continuously improve the hotel’s quality management and sustainability agenda. You will partner with leadership to ensure brand standards and service excellence across all departments.

The role requires strong analytics, auditing and stakeholder management, with a focus on data-driven improvements to guest experience and operational performance. Fluency in English is essential.

Qualifications

• Bachelor's degree in Hospitality Management, Quality Management, Business Administration, Sustainability, or a related field.
• Minimum 5–7 years of relevant experience in luxury hospitality, hotel operations, quality management, guest experience, or a similar leadership role.
• Strong understanding of luxury hospitality standards, quality assurance frameworks, guest experience, service excellence and operational performance.
• Experience developing, implementing and continuously improving Quality Management Systems, standards, procedures and performance-monitoring processes.
• Proven experience conducting or coordinating internal, brand, corporate and external quality audits, inspections and assessments, including corrective and preventive action plans.
• Knowledge of sustainability principles, environmental initiatives and responsible business practices.
• Strong analytical and reporting skills with the ability to interpret quality data and KPI trends.
• Proven project management and organizational skills with ability to lead multiple quality initiatives.
• Excellent written and verbal communication with ability to influence senior leadership and stakeholders.
• Fluency in English; additional languages are advantageous.
• Experience in luxury or internationally branded hotel environments is highly desirable.

Responsibilities

• Lead development, implementation and continuous improvement of the hotel’s Quality Management System in alignment with brand standards, company objectives, sustainability commitments and industry requirements.
• Establish and continuously improve quality standards, procedures, tools, guidelines and monitoring mechanisms across hotel operations.
• Drive a culture of service excellence, accountability and continuous improvement across all departments.
• Coordinate regular quality reviews, internal audits, inspections and assessments to ensure compliance with standards.
• Monitor guest feedback, quality indicators and audit results to identify trends and opportunities for improvement.
• Analyze quality data and provide actionable recommendations to management and departments heads.
• Develop and monitor departmental quality improvement plans with corrective and preventive actions.
• Coordinate quality audits, brand inspections and mystery shopper assessments.

Skills

Quality management

Leadership

Project management

Data analysis

Stakeholder management

Quality audits

Education

Bachelor's degree

Tools

MS Office (Excel, PowerPoint, Word)

Job description

Raffles & Fairmont Doha is seeking a Quality Manager to lead and continuously improve the hotel’s quality management and sustainability agenda. You will partner with leadership to ensure brand standards and service excellence across all departments.

The role requires strong analytics, auditing and stakeholder management, with a focus on data-driven improvements to guest experience and operational performance. Fluency in English is essential.