We invite you to join the world of luxury hospitality at Raffles & Fairmont Doha as our new Quality Manager.
The Quality Manager leads the coordination, implementation, monitoring, and continuous improvement of the hotel’s quality management and sustainability agenda across Raffles & Fairmont Doha.
Acting as a key partner to hotel leadership and a central point of coordination for quality-related initiatives, the role ensures the consistent application of brand standards, service excellence principles, quality procedures, and continuous improvement practices across all areas of the operation.
Key Responsibilities:
- Lead the development, implementation, and continuous improvement of the hotel’s Quality Management System in alignment with brand standards, company objectives, sustainability commitments, and relevant industry requirements.
- Establish, maintain, and continuously improve quality standards, procedures, tools, guidelines, and monitoring mechanisms across hotel operations.
- Drive a culture of service excellence, quality awareness, accountability, and continuous improvement across all departments.
- Coordinate and conduct regular quality reviews, internal audits, inspections, and operational assessments to ensure compliance with established standards.
- Monitor guest feedback, quality indicators, audit results, inspection findings, and operational performance to identify trends, gaps, risks, and opportunities for improvement.
- Analyze quality and guest experience data and provide actionable recommendations to management and department heads.
- Develop and monitor departmental quality improvement plans, ensuring corrective and preventive actions are clearly defined, implemented, and followed through.
- Coordinate the preparation and follow-up of internal and external quality audits, brand inspections, mystery shopper assessments, and other quality evaluations.
- Work closely with department heads and operational teams to identify root causes of quality issues and implement sustainable corrective actions.
- Establish effective quality reporting and performance-tracking mechanisms, including KPIs, dashboards, action plans, and trend analysis.
- Facilitate quality meetings, review sessions, and continuous improvement initiatives with relevant stakeholders.
- Support departments in developing and maintaining appropriate Standard Operating Procedures (SOPs), quality checklists, service standards, and operational controls.
- Ensure that quality standards are effectively communicated, understood, implemented, and consistently applied across the hotel.
- Collaborate with Learning & Development and departmental leaders to identify quality-related training needs and support initiatives that strengthen service delivery and operational standards.
- Promote guest-centric practices by translating guest feedback and quality insights into tangible improvements in products, services, and processes.
- Lead cross-functional quality improvement projects and initiatives, ensuring clear objectives, ownership, timelines, and measurable outcomes.
- Monitor compliance with Raffles and Fairmont brand standards and support the hotel in maintaining consistent standards across all guest touchpoints.
- Coordinate sustainability-related quality initiatives and support the integration of responsible business practices into hotel operations.
- Maintain accurate quality documentation, records, reports, audit findings, and improvement plans to support effective governance and continuous improvement.
- Benchmark quality practices and service standards against relevant luxury hospitality industry standards and identify opportunities to enhance the hotel’s competitive position.
- Provide regular quality performance updates, insights, and recommendations to hotel leadership.
- Encourage a proactive approach to risk identification, problem-solving, service recovery, and operational excellence.
- Ensure that quality improvement initiatives deliver measurable and sustainable improvements in guest satisfaction, operational performance, and brand compliance.