Quality Analyst

About the Role

Accor is seeking a Quality Analyst for Sofitel Jabal Omar Makkah, a full-time position located in Makkah. This role is crucial for transforming guest feedback and operational data into actionable insights, supporting the hotel in delivering thoughtful, personalized service. The Quality Analyst will uphold brand standards, ensure quality assurance, and drive continuous improvement across the guest journey through accurate analysis, effective system administration, and practical recommendations.

Company Overview

Sofitel, established in 1964, is a French luxury hospitality brand known for blending local culture with French zest for life. With over 115 Sofitel and Sofitel Legend hotels in more than 45 countries, the brand offers global growth opportunities. Sofitel Jabal Omar Makkah combines French elegance with Saudi hospitality in the Holy City, aiming to create meaningful guest experiences through personalized service as part of Accor’s luxury portfolio.

Key Responsibilities

• Monitor ALICE guest requests to ensure timely acknowledgment, tracking, and closure against service levels, highlighting overdue cases and recurring gaps.
• Analyze response and resolution times, guest satisfaction scores, and sentiment trends across ALICE, TrustYou, and other platforms.
• Review guest survey and online travel agency feedback, including **** insights, to identify strengths and areas for improvement.
• Identify recurring service issues, support root cause analysis, recommend corrective and preventive actions, and follow up on their effectiveness.
• Conduct quality audits of hotel products and services against brand standards using approved operational checklists and LQA tools, accurately recording findings.
• Maintain internal self-audit records in MyLQA and coordinate follow-up with relevant departments.
• Develop and maintain Excel and Power BI dashboards covering guest feedback, operational performance, and service efficiency.
• Validate reporting data for accuracy, consistency, and completeness, investigating discrepancies with relevant teams.
• Support administration of TrustYou, HERO, and ALICE, coordinating system issues and functionality checks with IT and platform support teams.
• Maintain approved user access, roles, and permissions in accordance with hotel governance procedures and confidentiality requirements.
• Train and support Heartists in the effective use of quality and guest experience systems, aligned with operational and brand standards.
• Monitor system adoption across departments and highlight usage gaps, training needs, and opportunities to improve workflows.
• Maintain accurate departmental attendance and training records in SST and designated learning systems, ensuring timely uploads and structured filing.
• Prepare the daily briefing bulletin with relevant quality updates, performance insights, and priority follow-up actions.
• Produce monthly ALICE dashboards and TrustYou reports, including guest satisfaction survey results, online review trends, and actionable recommendations.
• Compile monthly training reports covering on-the-job, off-the-job, and online learning, in coordination with the Learning & Development team.
• Prepare quarterly hotel quality presentations and periodic or ad hoc reports for the Director of Quality & Guest Experience.
• Communicate findings clearly to department heads and support practical improvements to guest experience, service consistency, and operational efficiency.
• Identify opportunities for process improvement, reporting automation, and system enhancement, and encourage departments to use data in daily decision-making.