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.
- Promote a culture of continuous improvement, accountability, and service excellence across all departments.
- Collaborate with the People & Culture team and department leaders to strengthen colleague engagement and service delivery.
- Monitor the effectiveness of corrective and preventive actions and follow up with relevant departments to ensure sustainable improvements.
- Keep up to date with luxury hospitality trends, guest expectations, and quality management best practices.