Quality & Brand Experience Supervisor

About the role

Sofitel Jabal Omar Makkah, part of Accor's luxury portfolio, is looking for a Quality & Brand Experience Supervisor to turn guest feedback and operational data into insights that support thoughtful, personalised service. The role reports to the Director of Quality & Guest Experience and is based in Makkah.

Key responsibilities

• Monitor ALICE guest requests for timely acknowledgement, tracking and closure, and analyse response times, satisfaction scores and sentiment trends across ALICE, TrustYou and other platforms
• Review guest surveys and OTA feedback such as Booking.com, identify recurring service issues and support root cause analysis with corrective and preventive actions
• Carry out quality audits of products and services against brand standards using operational checklists and LQA tools, and maintain self-audit records in MyLQA
• Build and maintain Excel and Power BI dashboards on guest feedback, operational performance and service efficiency, and validate reporting data
• Support administration of TrustYou, HERO and ALICE, including user access, roles and permissions, and train Heartists in quality and guest experience systems
• Prepare daily briefings, monthly ALICE and TrustYou reports, monthly training reports and quarterly quality presentations for the Director of Quality & Guest Experience
• Support pre-opening quality readiness, operational rehearsals and follow-up on gaps, and incorporate sustainability observations into quality checks

Required profile

• Diploma or bachelor's degree in Hospitality Management, Business Analytics, Quality Management, Information Systems or a related field; equivalent experience may be considered
• Experience in hotel quality, guest experience analysis, operational reporting or a similar analytical role is preferred
• Clear written and spoken English; Arabic is an advantage
• Attention to detail, strong organisation and critical thinking, with a collaborative, service-minded approach

Required skills

• Strong Excel skills and practical Power BI knowledge, including dashboard development
• Ability to interpret guest feedback and identify sentiment trends
• Understanding of quality assurance, audit methods and root cause analysis; familiarity with LQA and luxury hospitality standards is an advantage
• Familiarity with ALICE, TrustYou, MyLQA, HERO, Opera Cloud or Hudini is an advantage

What we offer

• Full-time and permanent contract
• Opportunities to grow within a global portfolio of Sofitel and Sofitel Legend hotels