Assistant Quality Assurance Manager

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 Support the consistent delivery of Sofitel standards and thoughtful, personalised guest experiences across the hotel. Translate audit findings and guest feedback into practical improvements, working closely with operational teams to strengthen service quality, support compliance and bring Sofitel’s service culture to life at every touchpoint. Role Description / What you will do Assist the Director of Quality & Guest Experience in implementing the hotel’s quality assurance plan and monitoring service standards across the guest journey. Conduct regular operational audits and self-assessments using approved digital checklists, including iAuditor and MyLQA where applicable; document findings and compare results over time. Keep up to date with brand standards, policies and procedures, and support departments in assessing adherence to applicable operational requirements. Gather first-hand guest feedback through regular conversations and observations, sharing recurring comments and requests with the relevant teams. Conduct mystery calls and service checks as directed to identify gaps in responsiveness, consistency and guest care. Review daily, weekly and monthly reports from ALICE, MyLQA, TrustYou and ACDC to identify trends, monitor progress and prioritise action. Support root cause analysis and coordinate corrective action plans with operational managers, following up on deadlines and verifying improvements. Coordinate Quality Committee meetings, minutes and action tracking, including RADAR plans supporting the hotel’s Reputation Performance Score targets. Assist departments in drafting and reviewing local standard operating procedures to improve coordination and service across guest touchpoints. Work closely with operational supervisors and managers to embed standards in daily routines and address gaps through practical coaching. Deliver on-the-job and classroom sessions on brand standards with Learning & Development, strengthening Heartists’ confidence and service competencies. Support Front Office and Guest Relations in anticipating guest needs and addressing special requests, alerts and preferences in line with standards. Coordinate with Guest Relations on personalised guest touches and signature moments, using approved ACDC insights with appropriate care for guest information. Monitor complaint response and resolution times; follow up with responsible departments on service recovery, corrective action and guest satisfaction before closure. Share real-time guest comments and service performance insights, highlighting recurring concerns and opportunities to improve resolution efficiency. Communicate Guest Experience policies and report service or behavioural standards breaches to the relevant line manager for appropriate follow-up. Benchmark competitor products and services and recommend practical ideas, process changes and enhancements to the guest experience. Coordinate with departments and external service providers to support alignment with hotel standards and applicable loyalty, sustainability, inclusion and safety programmes. Represent the Quality & Guest Experience function in operational follow-up, encourage Heartist recognition and engagement, and track implementation of agreed management actions. Other Responsibilities Support pre-opening inspections, operational rehearsals and readiness reviews, ensuring identified gaps are recorded and followed up. Maintain accurate audit evidence and

Assist the Director of Quality & Guest Experience in implementing the hotel’s quality assurance plan and monitoring service standards across the guest journey. Conduct regular operational audits and self-assessments using approved digital checklists, including iAuditor and MyLQA where applicable; document findings and compare results over time. Keep up to date with brand standards, policies and procedures, and support departments in assessing adherence to applicable operational requirements. Gather first-hand guest feedback through regular conversations and observations, sharing recurring comments and requests with the relevant teams. Conduct mystery calls and service checks as directed to identify gaps in responsiveness, consistency and guest care. Review daily, weekly and monthly reports from ALICE, MyLQA, TrustYou and ACDC to identify trends, monitor progress and prioritise action. Support root cause analysis and coordinate corrective action plans with operational managers, following up on deadlines and verifying improvements. Coordinate Quality Committee meetings, minutes and action tracking, including RADAR plans supporting the hotel’s Reputation Performance Score targets. Assist departments in drafting and reviewing local standard operating procedures to improve coordination and service across guest touchpoints. Work closely with operational supervisors and managers to embed standards in daily routines and address gaps through practical coaching. Deliver on-the-job and classroom sessions on brand standards with Learning & Development, strengthening Heartists’ confidence and service competencies. Support Front Office and Guest Relations in anticipating guest needs and addressing special requests, alerts and preferences in line with standards. Coordinate with Guest Relations on personalised guest touches and signature moments, using approved ACDC insights with appropriate care for guest information. Monitor complaint response and resolution times; follow up with responsible departments on service recovery, corrective action and guest satisfaction before closure. Share real-time guest comments and service performance insights, highlighting recurring concerns and opportunities to improve resolution efficiency. Communicate Guest Experience policies and report service or behavioural standards breaches to the relevant line manager for appropriate follow-up. Benchmark competitor products and services and recommend practical ideas, process changes and enhancements to the guest experience. Coordinate with departments and external service providers to support alignment with hotel standards and applicable loyalty, sustainability, inclusion and safety programmes. Represent the Quality & Guest Experience function in operational follow-up, encourage Heartist recognition and engagement, and track implementation of agreed management actions. Other Responsibilities: Support pre-opening inspections, operational rehearsals and readiness reviews, ensuring identified gaps are recorded and followed up. Maintain accurate audit evidence and