Quality Specialist

Role Summary

Key Responsibilities

• Monitor hotel operations and service standards to ensure compliance with EWAA Hotels policies and procedures.
• Conduct regular quality inspections and audits across hotel departments.
• Evaluate guest services, cleanliness, Front Office, Housekeeping, Food & Beverage, and other operational areas.
• Identify service gaps, operational issues, and areas for improvement.
• Prepare quality reports and communicate findings to hotel management and relevant departments.
• Follow up on corrective and preventive actions to ensure timely resolution of identified issues.
• Monitor guest feedback, complaints, reviews, and satisfaction indicators.
• Support hotels in developing and implementing action plans to improve service quality.
• Ensure compliance with approved SOPs, brand standards, and operational guidelines.
• Conduct spot checks and mystery guest evaluations when required.
• Analyze quality data and trends and provide recommendations to management.
• Support the development and updating of quality standards, checklists, and inspection tools.
• Coordinate with Operations and other departments to promote a culture of continuous improvement.
• Participate in quality improvement projects, training, and awareness programs.
• Maintain accurate records of inspections, findings, corrective actions, and follow-ups.

Requirements

• Bachelor’s degree in Hospitality Management, Hotel Management, Quality Management, Business Administration, or a related field.
• 2–4 years of relevant experience in hotel quality, hospitality operations, or guest experience.
• Previous experience in a hotel or hospitality company is required.
• Good knowledge of hotel operational standards, SOPs, and quality management practices.
• Experience in conducting hotel inspections, audits, and service quality assessments.
• Strong analytical, reporting, and problem-solving skills.
• Good command of English; Arabic is an advantage.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Strong communication and interpersonal skills.
• High attention to detail and commitment to service excellence.
• Ability to travel between hotel properties when required.