Assistant Quality Assurance Manager
Core
Support the Director of Quality & Guest Experience in implementing quality assurance plans, monitoring service standards, and translating audit findings into practical improvements for Sofitel hotels.
Role type
Assistant Quality Assurance Manager (Hospitality)
Builds
Guest experiences and service quality at luxury hotels
Domain
Luxury Hospitality
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Quality assurance auditing, guest feedback analysis, service recovery, root cause analysis, coaching, reporting and analytical skills, proficiency in Excel and PowerPoint, strong written and spoken English
Preferred skills
Luxury hospitality experience, familiarity with ALICE/MyLQA/TrustYou/ACDC/iAuditor, Arabic language skills, quality auditing qualifications, pre-opening experience
Technologies
iAuditor, MyLQA, ALICE, TrustYou, ACDC, Excel, PowerPoint
Responsibilities
Conduct operational audits and self-assessments using digital checklists, gather first-hand guest feedback through conversations and observations, review daily/weekly/monthly reports to identify trends, support root cause analysis and coordinate corrective action plans, coordinate Quality Committee meetings and action tracking, assist in drafting local standard operating procedures, deliver training sessions on brand standards, monitor complaint response times and service recovery, benchmark competitor products and services, represent the Quality function in operational follow-up
Seniority
Mid-level, hands-on IC