Quality Manager

About the role

The Quality Manager will lead the development, implementation and continuous improvement of quality standards across all departments of Sofitel Riyadh Hotel & Convention Center. Working closely with department heads, you will embed a culture of excellence and ensure a consistently exceptional guest experience.

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 to identify trends, root‑cause service failures and drive corrective actions.
• Support People & Culture in creating training programmes linked to guest feedback and brand pillars.
• Deliver quality‑focused training sessions and coach departmental trainers and supervisors.
• Maintain a centralized dashboard of quality metrics, feedback channels and audit results.
• Present regular performance reviews to senior leadership and lead cross‑functional improvement projects.

Required profile

• Proven experience in Quality Management, Guest Experience or Operational Excellence, preferably in luxury hospitality.
• Strong knowledge of international service and quality standards, including LQA and HACCP.
• Demonstrated ability to analyse guest feedback and drive performance improvements.

Required skills

• LQA (Leading Quality Assurance) standards
• HACCP compliance
• KPI analysis and reporting
• Audit and inspection procedures
• Root‑cause analysis

What we offer

• Opportunity to work in a five‑star luxury hotel environment.
• Professional development and training programmes.
• Collaborative, guest‑centric culture.