Quality & Guest Experience Lead – Luxury Hotel

AccorHotel; Medina; On-site; SAR 201,000 - 335,000; Full time

Job summary

Sofitel Jabal Omar Makkah, part of the Accor luxury portfolio, is seeking a Quality & Guest Experience lead to safeguard service standards across guest journeys. You will translate audit results into practical improvements, coach teams, and ensure alignment with brand requirements.

Based in Makkah, you will conduct regular audits, analyze guest feedback, drive corrective actions, and support pre-opening readiness while upholding the Sofitel spirit of French art de vivre and exceptional

Qualifications

• Diploma or bachelor’s degree in Hospitality Management, Quality Management, Business Administration or related field.
• At least three years of relevant hotel experience including quality assurance or guest experience.
• Luxury hospitality experience preferred.
• Experience with brand standards, service audits and quality improvement; ability to turn findings into measurable actions.
• Strong reporting and analytical skills; proficient in Excel and PowerPoint.
• Strong written and spoken English; Arabic and additional language skills are an advantage.

Responsibilities

• Assist the Director of Quality & Guest Experience in implementing the hotel’s quality assurance plan and monitoring service standards across the guest journey.
• Conduct regular operational audits and self-assessments using approved digital checklists including iAuditor and MyLQA where applicable; document findings and compare results over time.
• Keep up to date with brand standards, policies and procedures and support departments in assessing adherence to applicable operational requirements.
• Gather first-hand guest feedback through regular conversations and observations, sharing recurring comments with relevant teams.
• Conduct mystery calls and service checks to identify gaps in responsiveness, consistency and guest care.
• Review daily, weekly and monthly reports from ALICE, MyLQA, TrustYou and ACDC to identify trends, monitor progress and prioritise action.
• Support root cause analysis and coordinate corrective action plans with operational managers, following up on deadlines and verifying improvements.
• Coordinate Quality Committee meetings, minutes and action tracking including RADAR plans supporting Reputation Performance Score targets.
• Assist departments in drafting and reviewing local SOPs to improve coordination and service across guest touchpoints.
• Work closely with operational supervisors to embed standards in daily routines and address gaps through coaching.
• Deliver on-the-job and classroom sessions on brand standards with Learning & Development to strengthen Heartists’ confidence and service competencies.
• Support Front Office and Guest Relations in anticipating guest needs and addressing special requests, alerts and preferences.
• Coordinate with Guest Relations on personalised guest touches and signature moments using approved insights.

Skills

Quality assurance

Guest experience

Audits

Coaching

English language

Hotel operations

Education

Bachelor's in Hospitality Management

Quality Management

Business Administration

Tools

ALICE

MyLQA

TrustYou

ACDC

iAuditor

Job description

Sofitel Jabal Omar Makkah, part of the Accor luxury portfolio, is seeking a Quality & Guest Experience lead to safeguard service standards across guest journeys. You will translate audit results into practical improvements, coach teams, and ensure alignment with brand requirements.

Based in Makkah, you will conduct regular audits, analyze guest feedback, drive corrective actions, and support pre-opening readiness while upholding the Sofitel spirit of French art de vivre and exceptional