- Company: Accor
- Location: Makkah, Makkah Province, sa
- Job type: Full-time
About the role
Accor is seeking an Assistant Quality & Brand Experience Manager to join the opening team at Sofitel Jabal Omar Makkah. This full-time, permanent position reports to the Director of Quality & Guest Experience. The role focuses on supporting the consistent delivery of Sofitel standards and creating thoughtful, personalised guest experiences within the hotel.
Responsibilities
- Assist in implementing the hotel’s quality assurance plan and monitoring service standards across the guest journey.
- Conduct regular operational audits and self-assessments using digital tools like iAuditor and MyLQA.
- Gather guest feedback through conversations and observations, and share insights with relevant teams.
- Review reports from ALICE, MyLQA, TrustYou, and ACDC to identify trends and monitor progress.
- Support root cause analysis and coordinate corrective action plans with operational managers.
- Coordinate Quality Committee meetings and track action items, including RADAR plans.
- Deliver training sessions on brand standards in collaboration with Learning & Development.
- Monitor complaint response times and follow up on service recovery and guest satisfaction.
- Benchmark competitor services and recommend practical enhancements to the guest experience.
- Support pre-opening inspections and maintain accurate audit evidence.
Requirements
- Diploma or bachelor’s degree in Hospitality Management, Quality Management, Business Administration, or a related field; equivalent experience may be considered.
- At least three years of relevant hotel experience in quality assurance, guest experience, or operational supervision; luxury hospitality experience is preferred.
- Practical understanding of brand standards, service audits, and quality improvement.
- Experience with guest feedback analysis, complaint handling, and service recovery.
- Familiarity with tools such as ALICE, MyLQA, TrustYou, ACDC, or iAuditor is an advantage.
- Strong reporting and analytical skills, including proficiency in Excel and PowerPoint.
- Confident coaching, facilitation, and communication skills.
- Strong written and spoken English; Arabic and additional language skills are an advantage.
- Excellent attention to detail, organisation, and problem-solving skills.
Pay and benefits
- Full-time and permanent contract.
- Opportunity to join a pioneering luxury hospitality brand with global growth opportunities.
How to apply
Apply directly on Accor’s own careers website. Omadaily never charges job seekers.
