Lux Hospitality Quality Lead – Guest Experience Champion

Sofitel; Riyadh Region; On-site; SAR 180,000 - 240,000; Full time

Job summary

Sofitel Riyadh Hotel & Convention Center is seeking a Quality Manager to oversee the development and ongoing improvement of quality standards across the property, ensuring a consistently extraordinary guest experience. You will partner with department heads to embed a culture of excellence, accountability, and innovation—driving service consistency, compliance, and guest satisfaction.

You will lead quality-focused training, audits, and KPI reporting while coaching departmental trainers to

Qualifications

• Proven experience in Quality Management or Operational Excellence within luxury hospitality.
• Strong knowledge of international service and quality standards (LQA, HACCP).
• Ability to analyze guest feedback and audit results to drive improvements.
• Attention to detail, critical thinking, and problem-solving for service consistency.

Responsibilities

• Design, implement, and monitor quality assurance programs, SOPs, and service standards across the property.
• Conduct regular audits and inspections to ensure brand, health, safety, and regulatory compliance.
• Track KPIs on guest satisfaction, service delivery, and operational consistency.
• Lead root-cause analysis of service failures and coordinate corrective actions.
• Coach trainers and supervisors on quality best practices and guest-centric service.

Skills

Quality Management

Guest Experience

Operational Excellence

LQA

HACCP

Audit & Compliance

Leadership

Communication

Data Analysis

Service Standards

Tools

Audit Platforms

Guest Feedback Platforms

Performance Dashboards

Job description

Sofitel Riyadh Hotel & Convention Center is seeking a Quality Manager to oversee the development and ongoing improvement of quality standards across the property, ensuring a consistently extraordinary guest experience. You will partner with department heads to embed a culture of excellence, accountability, and innovation—driving service consistency, compliance, and guest satisfaction.

You will lead quality-focused training, audits, and KPI reporting while coaching departmental trainers to