Job description

Guest experience at a five star property depends on consistency across every department, and that consistency becomes your responsibility as Quality Manager at Sofitel Riyadh. Quality assurance programs, SOPs, and service standards all get designed, implemented, and monitored property wide, with regular audits and inspections checking compliance against brand, health, safety, and regulatory standards. You track KPIs tied to guest satisfaction, service delivery, and operational consistency, then analyze guest feedback to spot trends and areas that need attention. Root cause analysis of service failures runs through your desk too, feeding into corrective actions and guest recovery plans developed alongside other departments. Training sessions reinforcing quality standards get delivered regularly, helping Heartists build the skills needed for personalized luxury service, while departmental trainers and supervisors receive coaching on service quality best practices. A centralized dashboard of quality metrics, feedback channels, and audit results stays under your maintenance, feeding directly into the quality performance reviews you present to leadership. Cross-functional initiatives to elevate service standards and operational efficiency also fall within scope, alongside brainstorming sessions run with departments across the property. LQA and HACCP standards inform much of the technical framework behind this work, keeping the property aligned with international quality benchmarks.