Assistant Quality & Brand Experience Manager (Saudi Only)

About the role

Sofitel Jabal Omar Makkah, part of Accor's luxury portfolio, is looking for an Assistant Quality & Brand Experience Manager based in Makkah, reporting to the Director of Quality & Guest Experience. The role supports the consistent delivery of Sofitel standards and personalised guest experiences, turning audit findings and guest feedback into practical improvements. It is a full-time, permanent position.

Key responsibilities

• Assist the Director of Quality & Guest Experience in implementing the quality assurance plan and monitoring service standards across the guest journey.
• Carry out regular operational audits and self-assessments using digital checklists such as iAuditor and MyLQA, and review reports from ALICE, MyLQA, TrustYou and ACDC to spot trends and priorities.
• Gather guest feedback through conversations and observations, run mystery calls and service checks, and follow up on complaints and service recovery.
• Support root cause analysis, corrective action plans and the Quality Committee, including RADAR plans linked to reputation targets.
• Help draft local standard operating procedures, coach staff on brand standards, and deliver training sessions with Learning & Development.
• Work with Guest Relations on personalised guest touches and signature moments, and benchmark competitors to suggest improvements.
• Include sustainability practices in quality observations and promote responsible hospitality.

Required profile

• Diploma or bachelor's degree in Hospitality Management, Quality Management, Business Administration or a related field; equivalent experience may be considered.
• At least three years of hotel experience, including quality assurance, guest experience or operational supervision; luxury hospitality experience preferred.
• Strong written and spoken English; Arabic and additional languages are an advantage.
• Attention to detail, organisation, problem-solving and discretion with guest information.

Required skills

• Familiarity with ALICE, MyLQA, TrustYou, ACDC or digital audit tools such as iAuditor is an advantage.
• Proficiency in Excel and PowerPoint, with clear presentation of findings.
• Coaching, facilitation and communication skills.

What we offer

• Full-time and permanent contract.
• A career within a global luxury hotel group with growth opportunities in existing and future properties.