Hotel Quality Assurance Manager (6 months Mission - Hotel exp. required)

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

The Quality Assurance Manager is responsible for ensuring the highest standards of service quality, guest satisfaction, and brand compliance across the hotel. The role focuses on monitoring service standards, conducting quality audits, driving continuous improvement, and ensuring the Sofitel Dubai The Palm experience reflects the brand’s commitment to French elegance and luxury hospitality.

Key Responsibilities

• Monitor and evaluate service quality across all hotel departments to ensure compliance with Sofitel brand standards and luxury hospitality expectations.
• Conduct regular quality audits, inspections, and service evaluations, identifying areas for improvement and ensuring corrective actions are implemented.
• Analyse guest feedback, satisfaction surveys, online reviews, and quality performance reports to identify trends and improve the guest experience.
• Work closely with department heads to develop and implement action plans to address service gaps and enhance operational performance.
• Ensure compliance with hotel policies, brand standards, quality procedures, and applicable health, safety, and hygiene requirements.
• Coordinate internal quality assessments and external brand audits, ensuring the hotel is prepared and all required standards are maintained.
• Monitor guest journey touchpoints and ensure consistent delivery of personalised, seamless, and memorable guest experiences.
• Support the implementation of quality improvement initiatives, service excellence programmes, and colleague training.
• Prepare regular quality performance reports and present findings, recommendations, and improvement plans to the hotel management team.