Quality Manager

We invite you to join the world of luxury hospitality at Raffles amp Fairmont Doha as our new Quality Manager The Quality Manager leads the coordination implementation monitoring and continuous improvement of the hotel s quality management and sustainability agenda across Raffles amp Fairmont Doha Acting as a key partner to hotel leadership and a central point of coordination for quality-related initiatives the role ensures the consistent application of brand standards service excellence principles quality procedures and continuous improvement practices across all areas of the operation

Lead the development implementation and continuous improvement of the hotel s Quality Management System in alignment with brand standards company objectives sustainability commitments and relevant industry requirements Establish maintain and continuously improve quality standards procedures tools guidelines and monitoring mechanisms across hotel operations Drive a culture of service excellence quality awareness accountability and continuous improvement across all departments Coordinate and conduct regular quality reviews internal audits inspections and operational assessments to ensure compliance with established standards Monitor guest feedback quality indicators audit results inspection findings and operational performance to identify trends gaps risks and opportunities for improvement Analyze quality and guest experience data and provide actionable recommendations to management and department heads Develop and monitor departmental quality improvement plans ensuring corrective and preventive actions are clearly defined implemented and followed through Coordinate the preparation and follow-up of internal and external quality audits brand inspections mystery shopper assessments and other quality evaluations Work closely with department heads and operational teams to identify root causes of quality issues and implement sustainable corrective actions Establish effective quality reporting and performance-tracking mechanisms including KPIs dashboards action plans and trend analysis Facilitate quality meetings review sessions and continuous improvement initiatives with relevant stakeholders Support departments in developing and maintaining appropriate Standard Operating Procedures SOPs quality checklists service standards and operational controls Ensure that quality standards are effectively communicated understood implemented and consistently applied across the hotel Collaborate with Learning amp Development and departmental leaders to identify quality-related training needs and support initiatives that strengthen service delivery and operational standards Promote guest-centric practices by translating guest feedback and quality insights into tangible improvements in products services and processes Lead cross-functional quality improvement projects and initiatives ensuring clear objectives ownership timelines and measurable outcomes Monitor compliance with Raffles and Fairmont brand standards and support the hotel in maintaining consistent standards across all guest touchpoints Coordinate sustainability-related quality initiatives and support the integration of responsible business practices into hotel operations Maintain accurate quality documentation records reports audit findings and improvement plans to support effective governance and continuous improvement Benchmark quality practices and service standards against relevant luxury hospitality industry standards and identify opportunities to enhance the hotel s competitive position Provide regular quality performance updates insights and recommendations to hotel leadership Encourage a proactive approach to risk identification problem-solving service recovery and operational excellence Ensure that quality improvement initiatives deliver measurable and sustainable improvements in guest satisfaction operational performance and brand compliance

Qualifications What will you bring to this role? Bachelor s degree in Hospitality Management, Quality Management, Business Administration, Sustainability, or a related field. Minimum 5 7 years of relevant experience in luxury hospitality, hotel operations, quality management, guest experience, or a similar leadership role. Strong understanding of luxury hospitality standards, quality assurance frameworks, guest experience, service excellence, and operational performance. Demonstrated experience in…