Assistant Quality & Brand Experience Manager (Saudi only)

Sofitel; Makkah Region; On-site; SAR 260,000 - 420,000; Full time

Job summary

Sofitel Jabal Omar Makkah in Saudi Arabia seeks a Quality & Guest Experience professional to uphold Sofitel standards and elevate guest encounters across the hotel.

You will translate audit findings into practical improvements, coach teams, and lead QA initiatives for consistent service excellence in a prestigious, culturally rich destination.

Qualifications

• 3+ years in hotel quality, guest experience or operations.
• Experience with brand standards, audits and quality improvement.
• Experience with guest feedback analysis, complaint handling and service recovery.
• Familiarity with ALICE, MyLQA, TrustYou, ACDC or iAuditor is an advantage.
• Strong reporting and analytical skills; proficient in Excel and PowerPoint.
• Confident coaching, facilitation and communication; able to influence teams.
• Strong English; Arabic and other languages are beneficial.
• Attention to detail, organisation and problem solving; discretion with guest information.
• Professional presence and collaborative leadership; auditing qualifications or pre-opening experience an advantage.

Responsibilities

• Assist the Director of Quality & Guest Experience in implementing the hotel’s QA plan and monitoring service standards.
• Conduct regular operational audits and self-assessments with digital checklists; document findings.
• Keep up to date with brand standards, policies and procedures, and assess adherence.
• Gather guest feedback through conversations and observations; relay recurring comments to teams.
• Conduct mystery calls and service checks to identify gaps in responsiveness and care.
• Review reports from ALICE, MyLQA, TrustYou and ACDC to identify trends and priorities.
• Support root cause analysis and coordinate corrective action plans with managers.
• Coordinate Quality Committee meetings, minutes and RADAR action tracking.
• Draft and review local SOPs to improve cross‑department coordination.
• Coach operational supervisors to embed standards in daily routines.
• Deliver on‑the‑job and classroom sessions on brand standards with Learning & Development.
• Support Front Office and Guest Relations in anticipating guest needs and personal requests.
• Monitor complaint resolution times and ensure effective service recovery.
• Share guest comments and insights to drive improvements in resolution efficiency.
• Communicate Guest Experience policies to relevant managers for follow‑up.
• Benchmark competitors and suggest practical enhancements to the guest experience.
• Coordinate with departments and external providers to align with loyalty, sustainability and safety programs.
• Represent QA and Guest Experience in follow‑up and track management actions.

Skills

Quality assurance

Guest experience

Operational supervision

Coaching

Brand standards

Communication

Education

Hospitality management degree

Tools

ALICE

MyLQA

TrustYou

ACDC

iAuditor

Job description

Company Description

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 aficionados 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 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.

Job Description

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 & 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‑job and classroom sessions on brand standards with Learning & 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 & 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 & 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 & confidence: you are Entrepreneurs, fully accountable, with strong KPIs and freedom too
• Proximity: Family spirit, responsiveness, solidarity & 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 & Free: 100% experience driven. Tailored services. Unlock creativity

Living Sofitel / How you will shine

• Express entrepreneurial spirt & 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 & innovation
• Cultural link: demonstrate interest in local arts & culture, gastronomy, fashion, modern designs:
• Care for committed luxury

Qualifications

• 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.