- Company: Accor
- Location: Makkah, Saudi Arabia
- Job type: Full-time
About the role
Accor is seeking a Quality & Brand Experience Supervisor to join the opening team at Sofitel Jabal Omar Makkah. This position is based in Makkah and reports directly to the Director of Quality & Guest Experience. You will play a key part in shaping the hotel’s launch by turning operational data and guest insights into actionable improvements for service delivery.
Responsibilities
- Monitor guest requests on ALICE to ensure timely tracking and closure, highlighting any overdue cases.
- Analyze guest satisfaction scores and sentiment trends across platforms like TrustYou and Booking.com.
- Conduct quality audits of hotel services against brand standards using approved checklists and LQA tools.
- Develop and maintain Excel and Power BI dashboards to track operational performance and guest feedback.
- Validate reporting data for accuracy and investigate discrepancies with relevant teams.
- Support the administration of systems such as TrustYou, HERO, and ALICE, including user access management.
- Train colleagues on the effective use of quality and guest experience systems.
- Prepare daily briefings, monthly dashboards, and quarterly quality presentations for leadership.
- Support pre-opening quality readiness and maintain organized documentation for Quality and Learning & Development.
Requirements
- A diploma or bachelor’s degree in Hospitality Management, Business Analytics, Quality Management, or a related field; equivalent experience may be considered.
- Experience in hotel quality, guest experience analysis, or operational reporting is preferred.
- Strong Excel skills and practical knowledge of Power BI for dashboard development.
- Ability to interpret guest feedback and translate data into practical recommendations.
- Understanding of quality assurance, audit methods, and root cause analysis.
- Familiarity with systems like ALICE, TrustYou, MyLQA, HERO, Opera Cloud, or Hudini is an advantage.
- Clear written and spoken English; Arabic language skills are an advantage.
- Strong attention to detail, organization, and problem-solving skills.
Pay and benefits
- Full-time and permanent contract.
- Opportunity to join a pioneering luxury hospitality brand as part of the opening team.
How to apply
Apply directly on Accor’s own careers website. Omadaily never charges job seekers.
