Quality Specialist

About EWAA Hotels

Role summary

Key responsibilities

• Monitor hotel operations and service standards for compliance with company 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 and operational issues; prepare reports and communicate findings to management and relevant departments.
• Follow up on corrective and preventive actions and monitor guest feedback, complaints, reviews, and satisfaction indicators.
• Support hotel action plans to improve service quality and ensure compliance with SOPs, brand standards, and operational guidelines.
• Conduct spot checks and mystery guest evaluations when required.
• Analyze quality data and trends; recommend improvements and support quality standards, checklists, and inspection tools.
• Coordinate with Operations and other departments on continuous improvement projects, training, and awareness programs.
• Maintain 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 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.