About the role
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 confidential records, support cross-department communication and undertake other duties reasonably related to the role as assigned. Sustainability : Include relevant sustainability practices in quality observations and work with departments to address opportunities for responsible use of resources and waste reduction.
Promote responsible hospitality through coaching and service improvement activities, respecting local culture and supporting the hotel’s current sustainability commitments.
Conditions / What we offer you Full time and permanent contract Reporting to the Director of Quality & Guest Experience This position is based in Makkah Our Culture / What we stand for Passion for Excellence Passion and pride for our brands, our people, our guests Entrepreneurial spirit & confidence: you are Entrepreneurs, fully accountable, with strong KPIs and freedom too Proximity: Family spirit, responsiveness, solidarity & constant dialogue with the field Trust and transparency: share everything, no taboo.
Feedback is a gift Long-Term relationship: with owners as well as talents. Creating a strong sense of belonging Bespoke & Free: 100% experience driven. Tailored services. Unlock creativity Living Sofitel / How you will shine Express entrepreneurial spirt & leadership, embody French Art de Vivre Demonstrate humble excellence, distinguished presence, excellence, savoir-faire and attention to details (Cousu Main) Be a team player
Source: the employer's own careers page.
