Assistant Quality Assurance Manager

About the Role

Accor is seeking an Assistant Quality Assurance Manager for Sofitel Jabal Omar Makkah. This full-time position is based in Makkah and involves supporting the consistent delivery of Sofitel standards and personalized guest experiences across the hotel. The role requires 2-5 years of relevant experience.

Role Purpose and Context

The Assistant Quality Assurance Manager will translate audit findings and guest feedback into practical improvements. This involves close collaboration with operational teams to strengthen service quality, ensure compliance, and integrate Sofitel’s service culture at every guest touchpoint. The role reports to the Director of Quality & Guest Experience.

Key Responsibilities

• Assist the Director of Quality & Guest Experience in implementing the hotel’s quality assurance plan and monitoring service standards.
• Conduct regular operational audits and self-assessments using approved digital checklists, documenting findings and tracking results.
• Stay updated on brand standards, policies, and procedures, supporting departments in assessing adherence to operational requirements.
• Gather first-hand guest feedback through conversations and observations, sharing recurring comments with relevant teams.
• Conduct mystery calls and service checks to identify gaps in responsiveness, consistency, and guest care.
• Review daily, weekly, and monthly reports from various systems (ALICE, MyLQA, TrustYou, ACDC) to identify trends and prioritize actions.
• Support root cause analysis and coordinate corrective action plans with operational managers, ensuring follow-up and verification of improvements.
• Coordinate Quality Committee meetings, minutes, and action tracking, including RADAR plans for Reputation Performance Score targets.
• Assist departments in drafting and reviewing local standard operating procedures to improve coordination and service.
• Work with operational supervisors and managers to embed standards in daily routines and address gaps through practical coaching.
• Deliver on-the-job and classroom sessions on brand standards with Learning & Development.
• Support Front Office and Guest Relations in anticipating guest needs and addressing special requests.
• Coordinate with Guest Relations on personalized guest touches and signature moments.
• Monitor complaint response and resolution times, following up on service recovery and guest satisfaction.
• Share real-time guest comments and service performance insights, highlighting concerns and opportunities for efficiency.
• Communicate Guest Experience policies and report service or behavioral standards breaches.
• Benchmark competitor products and services, recommending practical ideas and process enhancements.
• Coordinate with departments and external service providers to ensure alignment with hotel standards and applicable programs.
• Represent the Quality & Guest Experience function in operational follow-up and track implementation of agreed management actions.
• Support pre-opening inspections, operational rehearsals, and readiness reviews, ensuring identified gaps are recorded and followed up.
• Maintain accurate audit evidence and confidential records.
• Support cross-department communication.
• Include relevant sustainability practices in quality observations and work with departments on responsible resource use and waste reduction.

Qualifications and Requirements

• Diploma or bachelor’s degree in Hospitality Management, Quality Management, Business Administration, or a related field; equivalent relevant experience may be considered.
• At least three years of relevant hotel experience, including quality assurance, guest experience, or operational supervision; luxury hospitality experience is preferred.
• Practical understanding of brand standards, service audits, and quality improvement, with the ability to translate findings into measurable actions.
• Experience with guest feedback analysis, complaint handling, and service recovery, supported by a strong guest-focused approach.
• Familiarity with ALICE, MyLQA, TrustYou, ACDC, or digital audit tools such as iAuditor is an advantage.
• Strong reporting and analytical skills, including proficiency in Excel and PowerPoint, and the ability to present findings clearly.
• Confident coaching, facilitation, and communication skills, with the ability to influence operational teams and follow up constructively.
• Strong written and spoken English; Arabic and additional language skills are an advantage.
• Excellent attention to detail, organization, and problem-solving skills, with discretion in handling guest feedback and Heartist information.
• Professional presence, cultural awareness, and a collaborative leadership approach; quality auditing qualifications or pre-opening experience are an advantage.

Company Culture and Values

Accor fosters a culture built on a Passion for Excellence, entrepreneurial spirit, and proximity. The company values trust, transparency, and long-term relationships, encouraging a bespoke and free approach to service. Candidates should embody French Art de Vivre, demonstrate humble excellence, and show genuine care for others. An interest in French language, culture, and local arts is also valued.

Application Information

This is a permanent, full-time contract opportunity. Join the opening team of Sofitel Jabal Omar Makkah to contribute to a new chapter of Sofitel hospitality.