Quality Manager – Hotel Operations

About the role

The Quality Manager will lead the implementation of quality assurance processes at a Sheraton hotel in Madinah, ensuring alignment with brand standards, guest expectations and continuous improvement objectives.

Key responsibilities

• Coach managers on Total Quality Management leadership and conduct monthly audits for compliance.
• Make decisions to drive property performance toward quality goals and address critical customer requirements.
• Support regional and company‑wide rollout of best practices and facilitate measurable process‑improvement teams.
• Provide training on quality tools, collect and analyse defect trends, and communicate drivers of guest satisfaction.
• Review guest feedback with leadership, initiate corrective actions, and handle guest complaints directly.
• Maintain visibility on the property, interact with guests regularly, and ensure corrective actions are implemented.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 3 years relevant experience, OR a 4‑year bachelor’s degree with 1 year relevant experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or management operations within the hospitality sector.
• Strong analytical mindset and ability to lead cross‑functional teams.

Required skills

• Total Quality Management
• Data Collection Methods
• Process Improvement
• Quality Assurance