Luxury Quality Manager — Guest Experience Leader

SOFITEL; Riyadh; On-site; SAR 260,000 - 420,000; Full time

Job summary

Sofitel Riyadh Hotel & Convention Center is seeking a Quality Manager to lead the development and continuous improvement of quality standards across the property. You will partner with department heads to embed a culture of excellence, accountability and guest satisfaction in a five-star environment.

Responsibilities include designing quality programs, conducting audits, analyzing guest feedback and leading cross-functional initiatives to raise service standards and compliance.

Qualifications

• Proven experience in Quality Management, Guest Experience, or Operational Excellence in luxury hospitality.
• Strong knowledge of international service and quality standards including LQA and HACCP.
• Ability to analyze guest feedback, performance data and audit results to drive continuous improvement.
• Excellent attention to detail, critical thinking and problem-solving with focus on service consistency.
• Strong interpersonal and communication skills with collaborative leadership across levels.
• Experience working with guest feedback and audit platforms and dashboards.
• Understanding of luxury service expectations and brand standards; delivering personalized guest experiences.
• Ability to thrive in a fast-paced, evolving hotel environment while managing multiple priorities and ensuring compliance.

Responsibilities

• Design, implement and monitor property-wide quality assurance programs, SOPs and service standards.
• Conduct regular audits and inspections to ensure health, safety, brand and regulatory compliance.
• Track and report KPIs related to guest satisfaction, service delivery and operational consistency.
• Analyze guest feedback to identify trends and improvement opportunities.
• Lead root-cause analysis of service failures and drive corrective actions.
• Coach departmental trainers and supervisors on quality best practices.
• Maintain centralized dashboard of quality metrics and audit results; present to leadership.

Skills

Quality management

Guest experience

Operational excellence

Quality standards (LQA, HACCP)

Data analysis

Communication

Curriculum / training design

Leadership

Job description

Sofitel Riyadh Hotel & Convention Center is seeking a Quality Manager to lead the development and continuous improvement of quality standards across the property. You will partner with department heads to embed a culture of excellence, accountability and guest satisfaction in a five-star environment.

Responsibilities include designing quality programs, conducting audits, analyzing guest feedback and leading cross-functional initiatives to raise service standards and compliance.