Quality Manager

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

Company Description

Why work for Accor

We are far more than a worldwide leader We welcome you as you are and you can find a job and brand that matches your personality We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accor s limitless possibilities

Sofitel Riyadh Hotel amp Convention Center

A Symphony of French Elegance and Saudi Arabian Warmth The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury elegance and impeccable service The hotel s commitment to personalized attention ensures that each guest s stay is not just comfortable but memorable Blending urban sophistication with refined opulence the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience

Job Description

The Quality Manager is responsible for overseeing the development implementation and continuous improvement of quality standards across all departments of the property This role plays a key part in ensuring a consistently exceptional guest experience Working closely with department heads and leadership the Quality Manager supports operational teams by embedding a culture of excellence accountability and innovation driving service consistency compliance and guest satisfaction

Key Responsibilities

• Design implement and monitor property-wide quality assurance programs SOPs and service standards
• Conduct regular audits and inspections across all operational areas to ensure compliance with brand health safety and regulatory standards
• Track and report on KPIs related to guest satisfaction service delivery and operational consistency
• Analyze guest feedback to identify trends and areas for improvement
• Lead root-cause analysis of service failures and collaborate with departments on corrective actions and guest recovery plans
• Champion a proactive guest-centric culture
• Support People amp Culture in developing service training programs tied to guest feedback and brand pillars
• Conduct quality-focused training sessions to reinforce standards and empower Heartists in delivering personalized luxury experiences
• Coach and mentor departmental trainers and supervisors on service quality best practices
• Maintain a centralized dashboard of quality metrics feedback channels and audit results
• Present regular quality performance reviews to the leadership team highlighting wins risks and areas for improvement
• Lead cross-functional initiatives to elevate service standards and operational efficiency
• Facilitate brainstorming sessions and quality improvement projects with various departments

Qualifications

• Proven experience in Quality Management Guest Experience or Operational Excellence ideally within the luxury hospitality sector
• Strong knowledge of international service and quality standards including LQA and HACCP
• Demonstrated ability to analyze guest feedback performance data and audit results to drive continuous service improvement
• Exceptional attention to detail critical thinking and problem-solving skills with a focus on service consistency and operational compliance
• Strong interpersonal and communication skills with a collaborative leadership style that builds trust and engagement across all levels
• Experience working with guest feedback and audit platforms and familiarity with performance measurement tools and dashboards
• Culturally aware and emotionally intelligent with a high degree of discretion and professionalism in guest and team interactions
• Deep understanding of luxury service expectations brand standards and the delivery of personalized guest experiences
• Ability to thrive in a high-paced evolving environment managing priorities while maintaining a focus on quality and excellence
• Solid understanding of local health safety and compliance regulations ensuring strict adherence to all legal and operational requirements

Additional Information

Understanding of Ultra-Luxury guest expectations and brand alignment Fluency in English and Arabic additional languages are a plus An ideal candidate is someone passionately service-oriented enjoying the pace and dynamism of a busy hotel environment If you find fulfillment in ensuring guests receive the highest level of service and enjoy working in an upscale fast-paced hospitality setting the role might be the perfect next step in your career