Hospitality Quality & Guest Experience Analyst

SOFITEL; Medina; On-site; SAR 120,000 - 180,000; Full time

Job summary

Sofitel Jabal Omar Makkah seeks a data and quality analyst to turn guest feedback and operational data into clear insights for personalised service delivery. You will support brand standards, quality assurance, and continuous improvement through accurate analysis and practical recommendations across the guest journey.

Responsibilities include monitoring ALICE requests, analysing satisfaction trends, conducting quality audits, maintaining self-audit records, and developing dashboards in Excel and

Qualifications

• Strong Excel skills and practical knowledge of data tools.
• Ability to interpret guest feedback, identify sentiment trends and translate data into actionable recommendations.
• Clear written and spoken English; Arabic is advantage.

Responsibilities

• Monitor ALICE guest requests to verify timely acknowledgement, tracking and closure against service levels.
• Analyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other platforms.
• Review guest surveys and OTA feedback to identify strengths and opportunities for improvement.
• Identify recurring service issues and support root cause analysis; recommend corrective actions and follow up on effectiveness.
• Conduct quality audits of hotel products and services against brand standards using checklists and LQA tools.

Job description

Sofitel Jabal Omar Makkah seeks a data and quality analyst to turn guest feedback and operational data into clear insights for personalised service delivery. You will support brand standards, quality assurance, and continuous improvement through accurate analysis and practical recommendations across the guest journey.

Responsibilities include monitoring ALICE requests, analysing satisfaction trends, conducting quality audits, maintaining self-audit records, and developing dashboards in Excel and