Assistant Quality Assurance Manager

About the role

Support the consistent delivery of Sofitel standards and personalized guest experiences across the hotel. Assist the Director of Quality & Guest Experience in implementing the quality assurance plan, conducting audits and driving service improvements.

Key responsibilities

• Conduct regular operational audits and self‑assessments using digital checklists (iAuditor, MyLQA) and document findings.
• Gather first‑hand guest feedback, conduct mystery calls, and analyse reports from ALICE, TrustYou and ACDC to identify trends.
• Support root‑cause analysis, coordinate corrective action plans and track implementation through Quality Committee meetings.
• Coach operational teams on brand standards, deliver on‑the‑job and classroom training sessions.
• Monitor complaint response times, ensure service recovery and share real‑time performance insights.
• Assist in pre‑opening inspections, operational rehearsals and sustainability observations.

Required profile

• Diploma or bachelor’s degree in Hospitality Management, Quality Management, Business Administration or related field (or equivalent experience).
• At least three years of hotel experience in quality assurance, guest experience or operational supervision, preferably in luxury hospitality.
• Strong analytical and reporting skills with proficiency in Excel and PowerPoint.

Required skills

• Experience with digital audit tools such as iAuditor and MyLQA.
• Familiarity with hotel operations platforms ALICE, TrustYou and ACDC.
• Advanced Excel and PowerPoint for data analysis and presentation.