Quality & Service Excellence Leader – Luxury Hotels

RAFFLES; Doha; Sur place; QAR 320 000 - 420 000; Plein temps

Résumé du poste

Raffles Doha seeks a Quality Manager to lead the development and continuous improvement of the hotel’s Quality Management System, ensuring alignment with brand standards and sustainability commitments. You will coordinate internal and external audits, drive service excellence and manage cross‑functional initiatives across departments.

The role requires 5–7 years in luxury hospitality, strong analytical skills, and the ability to translate guest feedback into actionable improvements, partnering

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.
• Demonstrated experience in 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 the development and follow-up of corrective and preventive action plans.
• Practical knowledge of sustainability principles, environmental initiatives, and responsible business practices within the hospitality industry.
• Strong analytical and reporting skills, with the ability to interpret quality data, guest feedback, audit findings, performance trends, and operational KPIs.
• Proven project management and organizational skills, with the ability to lead multiple quality initiatives, improvement projects, and departmental action plans simultaneously.
• Excellent written and verbal communication skills, with the ability to influence and collaborate effectively with senior leadership, department heads, colleagues, and operational teams.
• Strong leadership, influencing, facilitation, and stakeholder-management skills, with the ability to drive quality initiatives across multiple departments without direct reporting authority.
• High level of professionalism, integrity, accountability, and sound judgment.
• Strong proficiency in Microsoft Office, particularly Excel, PowerPoint, Word, and other quality reporting and data-analysis tools.
• Fluency in English is essential; additional languages are an advantage.
• Experience within a luxury or internationally branded hotel environment is highly desirable.

Responsabilités

• Lead development and continuous improvement of the hotel’s Quality Management System in alignment with brand standards, company objectives and sustainability commitments.
• Establish, maintain, and continuously improve quality standards, procedures, tools, guidelines, and monitoring mechanisms across hotel operations.
• Drive a culture of service excellence, quality awareness, accountability and continuous improvement across all departments.
• Coordinate and conduct regular quality reviews, internal audits, inspections and operational assessments to ensure compliance with established standards.
• Monitor guest feedback, quality indicators, audit results, inspection findings and performance to identify trends, gaps, risks and opportunities for improvement.
• Analyze quality and guest experience data and provide actionable recommendations to management and department heads.
• Develop and monitor departmental quality improvement plans ensuring corrective and preventive actions are defined and followed through.
• Coordinate preparation and follow-up of internal and external quality audits, brand inspections, mystery shopper assessments and other quality evaluations.
• Work closely with department heads to identify root causes of quality issues and implement sustainable corrective actions.
• Establish effective quality reporting and performance-tracking mechanisms including KPIs, dashboards, action plans and trend analysis.
• Facilitate quality meetings, review sessions and continuous improvement initiatives with stakeholders.
• Support departments in developing and maintaining SOPs, quality checklists, service standards and operational controls.
• Ensure quality standards are communicated, understood, implemented and consistently applied across the hotel.
• Collaborate with Learning & Development to identify quality-related training needs and support initiatives that strengthen service delivery and standards.
• Promote guest-centric practices by translating feedback into tangible improvements in products, services and processes.
• Lead cross-functional quality improvement projects with clear objectives and measurable outcomes.
• Monitor compliance with brand standards and support the hotel in maintaining consistent standards across all touchpoints.
• Coordinate sustainability-related quality initiatives and responsible business practices integration.
• Maintain accurate quality documentation, records, reports, audit findings and improvement plans.
• Benchmark quality practices against luxury standards and identify opportunities to enhance competitive position.
• Provide regular quality performance updates and recommendations to hotel leadership.
• Encourage proactive risk identification, problem-solving, service recovery and operational excellence.
• Ensure improvements deliver measurable and sustainable benefits in guest satisfaction and performance.

Connaissances

Leadership

Quality Management

Audits

Stakeholder Management

Project Management

Data Analytics

Sustainability

Quality Assurance

Communication

Brand Standards

Formation

Bachelor's degree in Hospitality Management / Quality Management / Business Administration / Sustainability

Outils

Excel

PowerPoint

Word

Microsoft Office

Description du poste

Raffles Doha seeks a Quality Manager to lead the development and continuous improvement of the hotel’s Quality Management System, ensuring alignment with brand standards and sustainability commitments. You will coordinate internal and external audits, drive service excellence and manage cross‑functional initiatives across departments.

The role requires 5–7 years in luxury hospitality, strong analytical skills, and the ability to translate guest feedback into actionable improvements, partnering