Quality Manager

Raffles Doha 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.

What will you bring to this role? Bachelor’s degree in Hospitality Management, Quality Management, Business Administration, Sustainability, or a related field. Minimum 5–7 years of relevant experience in luxury hospitality, hotel operations, quality management, guest experience, or a similar leadership role. Strong understanding of luxury hospitality standards, quality assurance frameworks, guest experience, service excellence, and operational performance. Demonstrated experience in developing, implementing, and continuously improving Quality Management Systems, standards, procedures, and performance-monitoring processes. Proven experience conducting or coordinating internal, brand, corporate, and external quality audits, inspections, and assessments, including the development and follow-up of corrective and preventive action plans. Practical knowledge of sustainability principles, environmental initiatives, and responsible business practices within the hospitality industry. Strong analytical and reporting skills, with the ability to interpret quality data, guest feedback, audit findings, performance trends, and operational KPIs. Proven project management and organizational skills, with the ability to lead multiple quality initiatives, improvement projects, and departmental action plans simultaneously. Excellent written and verbal communication skills, with the ability to influence and collaborate effectively with senior leadership, department heads, colleagues, and operational teams. Strong leadership, influencing, facilitation, and stakeholder-management skills, with the ability to drive quality initiatives across multiple departments without direct reporting authority. High level of professionalism, integrity, accountability, and sound judgment. Strong proficiency in Microsoft Office, particularly Excel, PowerPoint, Word, and other quality reporting and data-analysis tools. Fluency in English is essential; additional languages are an advantage. Experience within a luxury or internationally branded hotel environment is highly desirable. Strong understanding of brand standards and the ability to translate brand expectations into consistent operational practices and guest experiences. Experience within a luxury or internationally branded hotel environment is highly desirable. Embrace the Raffles & Fairmont brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected. Create an environment where colleagues are empowered, supported and recognized.

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.