Quality Assurance Manager (8 months Contract)

Role overview

Responsibilities

• Monitor service quality across hotel departments against Sofitel brand standards and luxury hospitality expectations.
• Conduct regular audits, inspections, and service evaluations; identify improvement areas and follow up on corrective actions.
• Analyse guest feedback, satisfaction surveys, online reviews, and performance reports to identify trends and improve the guest experience.
• Work with department heads on action plans to address service gaps and improve operations.
• Ensure compliance with hotel policies, brand and quality standards, and applicable health, safety, and hygiene requirements.
• Coordinate internal quality assessments and external brand audits and maintain audit readiness.
• Monitor guest journey touchpoints and support consistent, personalised experiences.
• Support quality initiatives, service excellence programmes, and colleague training.
• Prepare regular performance reports and present findings, recommendations, and improvement plans to hotel management.
• Promote continuous improvement and collaborate with People & Culture and department leaders on colleague engagement and service delivery.
• Monitor corrective and preventive actions, follow up with departments, and keep up to date with hospitality and quality management practices.

Qualifications and experience

• Bachelor’s degree or diploma in Hospitality Management, Quality Management, Business Administration, or a related field.
• At least 3–5 years of quality assurance, quality management, or hotel operations experience in luxury hospitality.
• Five-star hotel experience is required; international luxury hotel brand experience is preferred.
• Strong knowledge of luxury hotel brand standards, quality audits, guest satisfaction measurement, and service excellence.

Skills and systems

• Excellent analytical, organisational, communication, and interpersonal skills; attention to detail and problem-solving ability.
• Ability to interpret guest feedback and performance data and develop practical improvement plans; able to influence teams across departments.
• Proficiency in Microsoft Office and hotel quality management or guest feedback systems.
• Fluent English is essential; additional languages are an advantage.

About the hotel