Quality Assurance Manager (6 months Mission)

About the resort

Role overview

Responsibilities

• Monitor service quality across departments against Sofitel brand standards and luxury hospitality expectations.
• Conduct audits, inspections, and service evaluations; identify improvement areas and ensure corrective action.
• Analyze surveys, reviews, guest feedback, and quality reports to identify trends and improve guest experience.
• Work with department heads on action plans addressing service gaps and operational performance.
• Ensure compliance with hotel policies, quality procedures, brand standards, and applicable health, safety, and hygiene requirements.
• Coordinate internal assessments and external brand audits, ensuring the hotel is prepared and standards are maintained.
• Monitor guest journey touchpoints and consistent delivery of personalized, seamless experiences.
• Support improvement initiatives, service excellence programs, and colleague training.
• Report quality performance, findings, recommendations, and improvement plans to hotel management.
• Promote accountability and continuous improvement; collaborate with People & Culture and department leaders on colleague engagement and service delivery.
• Monitor corrective and preventive actions to ensure sustainable improvements.
• Keep current with luxury hospitality trends, guest expectations, and quality management practices.

Qualifications and experience

• Bachelor’s degree or diploma in hospitality management, quality management, business administration, or a related field.
• Minimum 3–5 years of quality assurance, quality management, or hotel operations experience in luxury hospitality.
• Five-star hotel experience; international luxury hotel brand experience is preferred.
• Strong knowledge of luxury hotel standards, quality audits, guest satisfaction measurement, and service excellence.
• Excellent analytical, organizational, communication, and interpersonal skills; strong attention to detail and problem-solving ability.
• Able to interpret guest feedback and quality data into practical improvement plans and influence teams across departments.
• Proficient in Microsoft Office and hotel quality management or guest feedback systems.
• Fluent English required; additional languages are an advantage.

Workplace

• The role supports hotel operations and guest service at a resort property.