Quality Manager

Company Description Why work for Accor

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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

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

• 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

• 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

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