Quality Manager
Skills
About This Role
Quality Manager
at FAENA Red Sea is responsible for overseeing the development, implementation, and continuous improvement of quality standards across all departments of the property.
This role plays a key part in ensuring a consistently exceptional guest experience that reflects FAENA s signature of excellence and attention to detail.
Working closely with department heads and leadership, the Quality Manager supports operational teams by embedding a culture of excellence, accountability, and innovation driving service consistency, compliance, and guest satisfaction.
Quality Assurance & Compliance
- Design, implement, and monitor property-wide quality assurance programs, SOPs, and service standards.
- Conduct regular audits and inspections across all operational areas to ensure compliance with brand, health, safety, and regulatory standards.
- Track and report on KPIs related to guest satisfaction, service delivery, and operational consistency.
Guest Experience & Service Excellence
- Analyze guest feedback (e.g., TrustYou, Forbes, direct guest reviews) to identify trends and areas for improvement.
- Lead root-cause analysis of service failures and collaborate with departments on corrective actions and guest recovery plans.
- Champion a proactive guest-centric culture and partner with frontline leaders to deliver wow moments.
Training & Development
- Support People & Culture in developing service training programs tied to guest feedback, Forbes standards, and brand pillars.
- Conduct quality-focused training sessions to reinforce standards and empower staff in delivering personalized luxury experiences.
- Coach and mentor departmental trainers and supervisors on service quality best practices.
Performance Monitoring & Reporting
- Maintain a centralized dashboard of quality metrics, feedback channels, and audit results.
- Present regular quality performance reviews to the leadership team, highlighting wins, risks, and areas for improvement.
- Collaborate with IT and systems teams to optimize data collection, feedback loops, and reporting processes.
Continuous Improvement & Innovation
- Lead cross-functional initiatives to elevate service standards and operational efficiency.
- Keep abreast of industry best practices and apply relevant innovations to enhance the FAENA guest journey.
- Facilitate brainstorming sessions and quality improvement projects with various departments.
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