Assistant Quality Assurance Manager

AccorHotel; Medina; On-site; SAR 201,000 - 335,000; Full time

Job summary

Sofitel Jabal Omar Makkah, part of the Accor luxury portfolio, is seeking a Quality & Guest Experience lead to safeguard service standards across guest journeys. You will translate audit results into practical improvements, coach teams, and ensure alignment with brand requirements.

Based in Makkah, you will conduct regular audits, analyze guest feedback, drive corrective actions, and support pre-opening readiness while upholding the Sofitel spirit of French art de vivre and exceptional

Qualifications

• Diploma or bachelor’s degree in Hospitality Management, Quality Management, Business Administration or related field.
• At least three years of relevant hotel experience including quality assurance or guest experience.
• Luxury hospitality experience preferred.
• Experience with brand standards, service audits and quality improvement; ability to turn findings into measurable actions.
• Strong reporting and analytical skills; proficient in Excel and PowerPoint.
• Strong written and spoken English; Arabic and additional language skills are an advantage.

Responsibilities

• Assist the Director of Quality & Guest Experience in implementing the hotel’s quality assurance plan and monitoring service standards across the guest journey.
• Conduct regular operational audits and self-assessments using approved digital checklists including iAuditor and MyLQA where applicable; document findings and compare results over time.
• Keep up to date with brand standards, policies and procedures and support departments in assessing adherence to applicable operational requirements.
• Gather first-hand guest feedback through regular conversations and observations, sharing recurring comments with relevant teams.
• Conduct mystery calls and service checks to identify gaps in responsiveness, consistency and guest care.
• Review daily, weekly and monthly reports from ALICE, MyLQA, TrustYou and ACDC to identify trends, monitor progress and prioritise action.
• Support root cause analysis and coordinate corrective action plans with operational managers, following up on deadlines and verifying improvements.
• Coordinate Quality Committee meetings, minutes and action tracking including RADAR plans supporting Reputation Performance Score targets.
• Assist departments in drafting and reviewing local SOPs to improve coordination and service across guest touchpoints.
• Work closely with operational supervisors to embed standards in daily routines and address gaps through coaching.
• Deliver on-the-job and classroom sessions on brand standards with Learning & Development to strengthen Heartists’ confidence and service competencies.
• Support Front Office and Guest Relations in anticipating guest needs and addressing special requests, alerts and preferences.
• Coordinate with Guest Relations on personalised guest touches and signature moments using approved insights.

Skills

Quality assurance

Guest experience

Audits

Coaching

English language

Hotel operations

Education

Bachelor's in Hospitality Management

Quality Management

Business Administration

Tools

ALICE

MyLQA

TrustYou

ACDC

iAuditor

Job description

nbsp Sofitel Emerging as a pioneering French luxury hospitality brand in 1964 Sofitel brings French zest and inspires heartfelt encounters to the most sought-after destinations worldwide Seamlessly melding local culture with the French zest for life through remarkable savoir-faire and generous service Sofitel is for free-minded travelers and arts and culture afficionados who have an appreciation for a refined and understated sense of modern luxury With over 115 Sofitel and Sofitel Legend hotels in more than 45 countries our reach is truly global making the sky the limit for growth opportunities As our portfolio expands each year there are ample opportunities to be involved in both our existing properties and our future openings Sofitel Jabal Omar Makkah Sofitel Jabal Omar Makkah brings together French elegance and the warmth of Saudi hospitality in the heart of the Holy City As part of Accor s luxury portfolio we aspire to create meaningful guest experiences through thoughtful personalised service Join our opening team of passionate Heartists and help shape a distinctive new chapter of Sofitel hospitality Discover an opportunity to grow your career celebrate your talents and make every moment matter

Your Mission

What you will be accountable for Support the consistent delivery of Sofitel standards and thoughtful personalised guest experiences across the hotel Translate audit findings and guest feedback into practical improvements working closely with operational teams to strengthen service quality support compliance and bring Sofitel s service culture to life at every touchpoint

Role Description

What you will do

• Assist the Director of Quality amp Guest Experience in implementing the hotel s quality assurance plan and monitoring service standards across the guest journey
• Conduct regular operational audits and self-assessments using approved digital checklists including iAuditor and MyLQA where applicable document findings and compare results over time
• Keep up to date with brand standards policies and procedures and support departments in assessing adherence to applicable operational requirements
• Gather first-hand guest feedback through regular conversations and observations sharing recurring comments and requests with the relevant teams
• Conduct mystery calls and service checks as directed to identify gaps in responsiveness consistency and guest care
• Review daily weekly and monthly reports from ALICE MyLQA TrustYou and ACDC to identify trends monitor progress and prioritise action
• Support root cause analysis and coordinate corrective action plans with operational managers following up on deadlines and verifying improvements
• Coordinate Quality Committee meetings minutes and action tracking including RADAR plans supporting the hotel s Reputation Performance Score targets
• Assist departments in drafting and reviewing local standard operating procedures to improve coordination and service across guest touchpoints
• Work closely with operational supervisors and managers to embed standards in daily routines and address gaps through practical coaching
• Deliver on-the-job and classroom sessions on brand standards with Learning amp Development strengthening Heartists confidence and service competencies
• Support Front Office and Guest Relations in anticipating guest needs and addressing special requests alerts and preferences in line with standards
• Coordinate with Guest Relations on personalised guest touches and signature moments using approved ACDC insights with appropriate care for guest information
• Monitor complaint response and resolution times follow up with responsible departments on service recovery corrective action and guest satisfaction before closure
• Share real-time guest comments and service performance insights highlighting recurring concerns and opportunities to improve resolution efficiency
• Communicate Guest Experience policies and report service or behavioural standards breaches to the relevant line manager for appropriate follow-up
• Benchmark competitor products and services and recommend practical ideas process changes and enhancements to the guest experience
• Coordinate with departments and external service providers to support alignment with hotel standards and applicable loyalty sustainability inclusion and safety programmes
• Represent the Quality amp Guest Experience function in operational follow-up encourage Heartist recognition and engagement and track implementation of agreed management actions

Other Responsibilities

• Support pre-opening inspections operational rehearsals and readiness reviews ensuring identified gaps are recorded and followed up
• Maintain accurate audit evidence and confidential records support cross-department communication and undertake other duties reasonably related to the role as assigned

Sustainability

• Include relevant sustainability practices in quality observations and work with departments to address opportunities for responsible use of resources and waste reduction
• Promote responsible hospitality through coaching and service improvement activities respecting local culture and supporting the hotel s current sustainability commitments

Conditions

What we offer you Full time and permanent contract Reporting to the Director of Quality amp Guest Experience This position is based in Makkah

Our Culture

What we stand for Passion for Excellence Passion and pride for our brands our people our guests Entrepreneurial spirit amp confidence you are Entrepreneurs fully accountable with strong KPIs and freedom too Proximity Family spirit responsiveness solidarity amp constant dialogue with the field Trust and transparency share everything no taboo Feedback is a gift Long-Term relationship with owners as well as talents Creating a strong sense of belonging Bespoke amp Free 100 experience driven Tailored services Unlock creativity Living Sofitel

How you will shine

Express entrepreneurial spirt amp leadership embody French Art de Vivre Demonstrate humble excellence distinguished presence excellence savoir-faire and attention to details Cousu Main Be a team player passionate warm social with genuine care for others Show a good sense of luxury create stories rituals and traditions Be a Francophile interest and curiosity about French language culture history cuisine Demonstrate open-mindedness creativity amp innovation Cultural link demonstrate interest in local arts amp culture gastronomy fashion modern designs Care for committed luxury Diploma or bachelor s degree in Hospitality Management, Quality Management, Business Administration or a related field; equivalent relevant experience may be considered. At least three years of relevant hotel experience, including quality assurance, guest experience or operational supervision; luxury hospitality experience is preferred. Practical understanding of brand standards, service audits and quality improvement, with the ability to turn findings into measurable actions. Experience with guest feedback analysis, complaint handling and service recovery, supported by a strong guest-focused approach. Familiarity with ALICE, MyLQA, TrustYou, ACDC or digital audit tools such as iAuditor is an advantage. Strong reporting and analytical skills, including proficiency in Excel and PowerPoint and the ability to present findings clearly. Confident coaching, facilitation and communication skills, with the ability to influence operational teams and follow up constructively. Strong written and spoken English; Arabic and additional language skills are an advantage. Excellent attention to detail, organisation and problem-solving skills, with discretion in handling guest feedback and Heartist information. Professional presence, cultural awareness and a collaborative leadership approach; quality auditing qualifications or pre-opening experience are an advantage.