Quality Specialist

Ewaa Hotels; Riyadh; On-site; SAR 120,000 - 160,000; Full time

Job summary

EWAA Hotels seeks a Quality Specialist to monitor and improve service standards across its properties in Saudi Arabia. You will ensure compliance with SOPs, brand guidelines, and hospitality best practices while supporting hotels to boost guest satisfaction.

The role requires 2-4 years in hotel quality or guest experience, a hospitality-related degree, proficiency in MS Office, and willingness to travel between properties. English required; Arabic is a plus.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 2-4 years in hotel quality, hospitality operations, or guest experience.
• Experience in inspections, audits and service quality assessments.
• Proficient in English; Arabic is an advantage.
• MS Office proficiency (Excel/PowerPoint) and strong analytical skills.

Responsibilities

• Monitor hotel operations and service standards for compliance.
• Conduct quality inspections and audits across departments.
• Evaluate guest services, cleanliness, Front Office, Housekeeping, F&B.
• Identify service gaps and areas for improvement.
• Prepare quality reports and communicate findings to management.
• Follow up on corrective actions to ensure resolution.
• Monitor guest feedback and satisfaction indicators.
• Coordinate with departments to drive quality initiatives.
• Maintain records of inspections and corrective actions.
• Support development of quality standards and tools.

Skills

Analytical skills

Reporting skills

Problem-solving

Communication

Interpersonal skills

Attention to detail

Travel flexibility

Education

Bachelor's degree in Hospitality Management or related field

Tools

Microsoft Excel

PowerPoint

Job description

EWAA Hotels is a distinguished group of Hotels & Resorts offering exceptional hospitality and quality services to guests. With a portfolio that includes 80 state-of-the-art properties across 14 cities in Saudi Arabia, EWAA Hotels caters to both business and personal needs through amenities like spacious conference halls, exhibition centers, and specialized catering. The group includes renowned brands such as Grand Plaza Hotels & Resorts, Al Muhaidb Hotels & Residence, and EWAA Express Hotels. Committed to sustainability, EWAA invests in its human capital and emphasizes creating a unique experience for guests. Join EWAA Hotels to contribute to achieving its vision and mission of excellence and community service.

Role Summary

The Quality Specialist is responsible for monitoring, evaluating, and improving service quality across EWAA Hotels properties. The role ensures compliance with company standards, operational procedures, and hospitality best practices while supporting hotels in enhancing guest satisfaction and overall service performance.

Key Responsibilities

• Monitor hotel operations and service standards to ensure compliance with EWAA Hotels policies and procedures.
• Conduct regular quality inspections and audits across hotel departments.
• Evaluate guest services, cleanliness, Front Office, Housekeeping, Food & Beverage, and other operational areas.
• Identify service gaps, operational issues, and areas for improvement.
• Prepare quality reports and communicate findings to hotel management and relevant departments.
• Follow up on corrective and preventive actions to ensure timely resolution of identified issues.
• Monitor guest feedback, complaints, reviews, and satisfaction indicators.
• Support hotels in developing and implementing action plans to improve service quality.
• Ensure compliance with approved SOPs, brand standards, and operational guidelines.
• Conduct spot checks and mystery guest evaluations when required.
• Analyze quality data and trends and provide recommendations to management.
• Support the development and updating of quality standards, checklists, and inspection tools.
• Coordinate with Operations and other departments to promote a culture of continuous improvement.
• Participate in quality improvement projects, training, and awareness programs.
• Maintain accurate records of inspections, findings, corrective actions, and follow-ups.

Requirements

• Bachelor's degree in Hospitality Management, Hotel Management, Quality Management, Business Administration, or a related field.
• 2-4 years of relevant experience in hotel quality, hospitality operations, or guest experience.
• Previous experience in a hotel or hospitality company is required.
• Good knowledge of hotel operational standards, SOPs, and quality management practices.
• Experience in conducting hotel inspections, audits, and service quality assessments.
• Strong analytical, reporting, and problem-solving skills.
• Good command of English; Arabic is an advantage.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong communication and interpersonal skills.
• High attention to detail and commitment to service excellence.
• Ability to travel between hotel properties when required.