Quality Analyst

SOFITEL JABAL OMAR MAKKAH Sofitel Emerging as a pioneering French luxury hospitality brand in 1964, Sofitel brings French zest and inspires heartfelt encounters to the most sought-after destinations worldwide. Seamlessly melding local culture with the French zest for life through remarkable savoir-faire and generous service, Sofitel is for free-minded travelers and arts and culture afficionados who have an appreciation for a refined and understated sense of modern luxury. With over 115 Sofitel and Sofitel Legend hotels in more than 45 countries, our reach is truly global, making the sky the limit for growth opportunities. As our portfolio expands each year, there are ample opportunities to be involved in both our existing properties, and our future openings. Sofitel Jabal Omar Makkah Sofitel Jabal Omar Makkah brings together French elegance and the warmth of Saudi hospitality in the heart of the Holy City. As part of Accor’s luxury portfolio, we aspire to create meaningful guest experiences through thoughtful, personalised service. Join our opening team of passionate Heartists® and help shape a distinctive new chapter of Sofitel hospitality. Discover an opportunity to grow your career, celebrate your talents, and make every moment matter Your Mission / What you will be accountable for Turn guest feedback and operational data into clear insights that help Sofitel Jabal Omar Makkah deliver thoughtful, personalised service. Support brand standards, quality assurance and continuous improvement through accurate analysis, effective system administration and practical recommendations across the guest journey. Role Description / What you will do Monitor ALICE guest requests to verify timely acknowledgement, tracking and closure against agreed service levels; highlight overdue cases and recurring gaps. Analyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other relevant platforms. Review guest survey and online travel agency feedback, including Booking.com insights, to identify strengths and opportunities for improvement. Identify recurring service issues and support root cause analysis; recommend corrective and preventive actions and follow up on their effectiveness. Conduct quality audits of hotel products and services against brand standards, using approved operational checklists and LQA tools; record findings accurately. Maintain internal self-audit records in MyLQA and coordinate follow-up with the relevant departments. Develop and maintain Excel and Power BI dashboards covering guest feedback, operational performance and service efficiency. Validate reporting data for accuracy, consistency and completeness, investigating discrepancies with the relevant teams. Support administration of TrustYou, HERO and ALICE, coordinating system issues and functionality checks with IT and platform support teams. Maintain approved user access, roles and permissions in accordance with hotel governance procedures and confidentiality requirements. Train and support Heartists in the effective use of quality and guest experience systems, aligned with operational and brand standards. Monitor system adoption across departments and highlight usage gaps, training needs and opportunities to improve workflows. Maintain accurate departmental attendance and training records in SST and designated learning systems; ensure timely uploads and structured filing. Prepare the daily briefing bulletin with relevant quality updates, performance insights and priority follow-up actions. Produce monthly ALICE dashboards and TrustYou reports, including guest satisfaction survey results, online review trends and actionable recommendations. Compile monthly training reports covering on-the-job, off-the-job and online learning, in coordination with the Learning & Development team. Prepare quarterly hotel quality presentations and periodic or ad hoc reports for the Director of Quality & Guest Experience. Communicate findings clearly to department heads and support practical improvements to guest experience, service consistency and operational efficiency. Identify opportunities for process improvement, reporting automation and system enhancement, and encourage departments to use data in daily decision-making. Other Responsibilities Support pre-opening quality readiness, operational rehearsals and follow-up on identified gaps. Maintain organised documentation for Quality and Learning & Development, protect guest and Heartist information, and provide administrative support and other duties reasonably related to the role as assigned. Sustainability : Support responsible hospitality by incorporating relevant sustainability observations into quality checks and sh

Monitor ALICE guest requests to verify timely acknowledgement, tracking and closure against agreed service levels; highlight overdue cases and recurring gaps. Analyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other relevant platforms. Review guest survey and online travel agency feedback, including Booking.com insights, to identify strengths and opportunities for improvement. Identify recurring service issues and support root cause analysis; recommend corrective and preventive actions and follow up on their effectiveness. Conduct quality audits of hotel products and services against brand standards, using approved operational checklists and LQA tools; record findings accurately. Maintain internal self-audit records in MyLQA and coordinate follow-up with the relevant departments. Develop and maintain Excel and Power BI dashboards covering guest feedback, operational performance and service efficiency. Validate reporting data for accuracy, consistency and completeness, investigating discrepancies with the relevant teams. Support administration of TrustYou, HERO and ALICE, coordinating system issues and functionality checks with IT and platform support teams. Maintain approved user access, roles and permissions in accordance with hotel governance procedures and confidentiality requirements. Train and support Heartists in the effective use of quality and guest experience systems, aligned with operational and brand standards. Monitor system adoption across departments and highlight usage gaps, training needs and opportunities to improve workflows. Maintain accurate departmental attendance and training records in SST and designated learning systems; ensure timely uploads and structured filing. Prepare the daily briefing bulletin with relevant quality updates, performance insights and priority follow-up actions. Produce monthly ALICE dashboards and TrustYou reports, including guest satisfaction survey results, online review trends and actionable recommendations. Compile monthly training reports covering on-the-job, off-the-job and online learning, in coordination with the Learning & Development team. Prepare quarterly hotel quality presentations and periodic or ad hoc reports for the Director of Quality & Guest Experience. Communicate findings clearly to department heads and support practical improvements to guest experience, service consistency and operational efficiency. Identify opportunities for process improvement, reporting automation and system enhancement, and encourage departments to use data in daily decision-making.