Quality Manager

About the role

The Quality Manager will lead the development, implementation and continuous improvement of quality standards across all departments of FAENA Red Sea. Reporting to senior leadership, you will ensure a consistently exceptional guest experience that reflects the brand’s signature excellence and attention to detail.

Key responsibilities

• Design, implement and monitor property‑wide quality assurance programmes, SOPs and service standards.
• Conduct regular audits and inspections to ensure compliance with brand, health, safety and regulatory requirements.
• Track and report on KPIs related to guest satisfaction, service delivery and operational consistency.
• Analyse guest feedback from sources such as TrustYou, Forbes and direct reviews to identify trends and improvement opportunities.
• Lead root‑cause analysis of service failures and work with departments on corrective actions and guest recovery plans.
• Support People & Culture in creating service training programmes linked to guest feedback and brand pillars.
• Deliver quality‑focused training sessions and coach departmental trainers and supervisors.
• Maintain a central dashboard of quality metrics, audit results and feedback channels.
• Present regular quality performance reviews to the leadership team.
• Collaborate with IT and systems teams to optimise data collection, feedback loops and reporting processes.
• Lead cross‑functional initiatives to elevate service standards and operational efficiency.

Required profile

• Proven experience in quality management, quality assurance or service excellence within the hospitality sector.
• Strong analytical skills with the ability to interpret guest feedback and performance data.
• Excellent communication and influencing abilities to work with department heads and frontline leaders.
• Detail‑oriented mindset with a passion for delivering “wow” guest moments.
• Ability to lead audits, drive corrective actions and foster a culture of continuous improvement.

Required skills