Quality 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

Turn guest feedback and operational data into clear insights that help Sofitel Jabal Omar Makkah deliver thoughtful personalised service Support brand standards quality assurance and continuous improvement through accurate analysis effective system administration and practical recommendations across the guest journey

Role Description

What you will do

• Monitor ALICE guest requests to verify timely acknowledgement, tracking and closure against agreed service levels, highlight overdue cases and recurring gaps.
• Analyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other relevant platforms.
• Review guest survey and online travel agency feedback including Booking.com insights to identify strengths and opportunities for improvement.
• Identify recurring service issues and support root cause analysis, recommend corrective and preventive actions and follow up on their effectiveness.
• Conduct quality audits of hotel products and services against brand standards using approved operational checklists and LQA tools, record findings accurately.
• Maintain internal self‑audit records in MyLQA and coordinate follow‑up with the relevant departments.
• Develop and maintain Excel and PowerBI dashboards covering guest feedback, operational performance and service efficiency.
• Validate reporting data for accuracy, consistency and completeness, investigating discrepancies with the relevant teams.
• Support administration of TrustYou, HERO and ALICE, coordinating system issues and functionality checks with IT and platform support teams, maintain approved user access roles and permissions in accordance with hotel governance procedures and confidentiality requirements.
• Train and support Heartists in the effective use of quality and guest experience systems aligned with operational and brand standards.
• Monitor system adoption across departments and highlight usage gaps, training needs and opportunities to improve workflows, maintain accurate departmental attendance and training records in SST and designated learning systems, ensure timely uploads and structured filing.
• Prepare the daily briefing bulletin with relevant quality updates, performance insights and priority follow‑up actions.
• Produce monthly ALICE dashboards and TrustYou reports including guest satisfaction survey results, online review trends and actionable recommendations.
• Compile monthly training reports covering on‑the‑job, off‑the‑job and online learning in coordination with the Learning & Development team.
• Prepare quarterly hotel quality presentations and periodic or ad‑hoc reports for the Director of Quality & Guest Experience.
• Communicate findings clearly to department heads and support practical improvements to guest experience, service consistency and operational efficiency.
• Identify opportunities for process improvement, reporting automation and system enhancement and encourage departments to use data in daily decision‑making.
• Other Responsibilities: Support pre‑opening quality readiness, operational rehearsals and follow‑up on identified gaps, maintain organised documentation for Quality & Learning & Development, protect guest and Heartist information and provide administrative support and other duties reasonably related to the role as assigned.
• Sustainability: Support responsible hospitality by incorporating relevant sustainability observations into quality checks and sharing improvement opportunities with the appropriate departments, reduce unnecessary printing and encourage efficient use of resources in daily work.

Qualifications

• Diploma or bachelor s degree in Hospitality Management, Business Analytics, Quality Management, Information Systems or a related field; equivalent relevant experience may be considered.
• Experience in hotel quality, guest experience analysis, operational reporting or a similar analytical role is preferred.
• Strong Excel skills and practical knowledge of PowerBI, including data preparation, dashboard development and clear presentation of performance indicators.
• Ability to interpret guest feedback, identify sentiment trends and translate operational data into practical recommendations.
• Understanding of quality assurance, audit methods and root cause analysis; familiarity with LQA and luxury hospitality standards is an advantage.
• Familiarity with ALICE, TrustYou, MyLQA, HERO, Opera Cloud or Hudini is an advantage, with the ability to learn new systems quickly.
• High attention to detail and a disciplined approach to data validation, documentation, confidentiality and user access administration.
• Clear written and spoken English and strong presentation skills; Arabic language skills are an advantage.
• Strong organisation, critical thinking and problem‑solving skills, with the ability to meet reporting deadlines and follow up across departments.
• A collaborative, service‑minded approach and confidence in supporting and training colleagues; luxury hotel or pre‑opening experience is an advantage.