Quality Manager

Job Description We invite you to join the world of luxury hospitality at Raffles & 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 & 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 & 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.
• Encoura…