Hotel Quality Assurance Manager

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

The Quality Assurance Manager is responsible for ensuring the highest standards of service quality, guest satisfaction, and brand compliance across the hotel. The role focuses on monitoring service standards, conducting quality audits, driving continuous improvement, and ensuring the Sofitel Dubai The Palm experience reflects the brand’s commitment to French elegance and luxury hospitality.

Key Responsibilities

• Monitor and evaluate service quality across all hotel departments to ensure compliance with Sofitel brand standards and luxury hospitality expectations.
• Conduct regular quality audits, inspections, and service evaluations, identifying areas for improvement and ensuring corrective actions are implemented.
• Analyse guest feedback, satisfaction surveys, online reviews, and quality performance reports to identify trends and improve the guest experience.
• Work closely with department heads to develop and implement action plans to address service gaps and enhance operational performance.
• Ensure compliance with hotel policies, brand standards, quality procedures, and applicable health, safety, and hygiene requirements.
• Coordinate internal quality assessments and external brand audits, ensuring the hotel is prepared and all required standards are maintained.
• Monitor guest journey touchpoints and ensure consistent delivery of personalised, seamless, and memorable guest experiences.
• Support the implementation of quality improvement initiatives, service excellence programmes, and colleague training.
• Prepare regular quality performance reports and present findings, recommendations, and improvement plans to the hotel management team.
• Promote a culture of continuous improvement, accountability, and service excellence across all departments.
• Collaborate with the People & Culture team and department leaders to strengthen colleague engagement and service delivery.
• Monitor the effectiveness of corrective and preventive actions and follow up with relevant departments to ensure sustainable improvements.
• Keep up to date with luxury hospitality trends, guest expectations, and quality management best practices.

Qualifications

• Bachelor’s degree or diploma in Hospitality Management, Quality Management, Business Administration, or a related field.
• Minimum of 3–5 years of experience in quality assurance, quality management, or hotel operations within the luxury hospitality industry.
• Previous experience in a five-star hotel, preferably within an international luxury hotel brand.
• Strong knowledge of luxury hotel brand standards, quality audits, guest satisfaction measurement, and service excellence.
• Excellent analytical, organisational, communication, and interpersonal skills.
• Ability to interpret guest feedback and quality performance data and translate findings into practical improvement plans.
• Strong attention to detail, problem-solving skills, and the ability to influence teams across different departments.
• Proficiency in Microsoft Office and hotel quality management or guest feedback systems.
• Fluency in English is essential; additional languages are an advantage.