Quality Assurance Manager

Four Seasons Hotel and Resorts Gruppe; Riyadh; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading luxury hotel is seeking a Quality Assurance Manager to lead and maintain service excellence across its operations. The role includes managing quality standards, conducting audits, and analyzing guest feedback to enhance guest satisfaction. Candidates should have a strong background in hospitality management and a commitment to exceptional service standards.

Qualifications

• Experience in managing quality assurance in a luxury hotel environment.
• Strong analytical skills for guest feedback and operational performance analysis.
• Ability to lead training initiatives and implement operational improvements.

Responsibilities

• Lead quality assurance efforts to enhance guest satisfaction.
• Conduct audits and inspections to maintain service standards.
• Analyze guest feedback to identify service gaps and improve operations.

Skills

Leadership

Quality Assurance

Customer Satisfaction

Data Analysis

Training

Education

Degree in Hospitality Management or related field

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

An architectural icon in the heart of Saudi Arabia’s vibrant capital soaring over the city in the iconic Kingdom Tower, Four Seasons Hotel Riyadh is a buzzing hub at the forefront of style and sophistication. Redesigned interiors bring authentic Saudi heritage and craftsmanship to life, while our distinguished team provides a bespoke experience through thoughtful, personalized service and hospitality.

Main Tasks and Responsibilities

Leadership & Quality Culture

• Lead and manage the Quality Assurance function, promoting a culture rooted in excellence, consistency, and guest satisfaction.
• Coach and support department leaders and frontline teams in understanding and implementing quality and service standards.
• Act as the internal ambassador of Forbes, LQA, and STM standards across all hotel operations.

Quality Standards & Compliance

• Develop, update, and enforce quality standards and operating procedures in line with Four Seasons brand expectations and luxury hospitality benchmarks.
• Ensure that all departments understand and adhere to Four Seasons service standards, Forbes Five-Star criteria, LQA protocols, and STM practices.

Audit & Performance Monitoring

• Conduct regular internal audits, inspections, and walkthroughs of guest areas, back-of-house operations, and F&B outlets to evaluate adherence to standards.
• Lead the coordination and execution of LQA and Forbes inspections, ensuring pre- and post-inspection readiness and action planning.

Guest Feedback & Data Analysis

• Collect and analyze guest feedback from surveys, online reviews, Medallia, and direct comments to identify trends, service gaps, and training needs.
• Present regular quality performance reports to the Executive Committee and support data-driven decision-making.

Cross-Department Collaboration

• Partner with departments such as Housekeeping, Front Office, Engineering, F&B, and Spa to implement service enhancements and ensure consistency in guest touchpoints.
• Support pre-opening or renovation-related quality planning as needed.

Corrective Actions & Continuous Improvement

• Develop and monitor action plans following audits, inspections, or guest complaints to ensure timely and effective resolutions.
• Introduce best practices and quality improvement projects that drive guest satisfaction and operational efficiency.

Training & Onboarding

• Support Learning & Development efforts to ensure onboarding, refresher training, and quality-based workshops reflect the latest standards.
• Conduct Forbes and LQA training refreshers and simulations for key departments.

Confidentiality

Whist working for the Company there will be access to a wide variety of confidential information concerning the Company, guests and employees. It is vital that all such information remains confidential and must not be disclosed to anyone outside the Company, guests and employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details