Quality Analyst

About Sofitel

Founded in 1964, Sofitel stands as a leading French luxury hospitality brand renowned for blending French elegance with local cultural essence across more than 115 locations globally. The Sofitel Jabal Omar Makkah property uniquely combines French sophistication with Saudi warmth in the Holy City, aiming to deliver bespoke guest experiences marked by heartfelt, personalized service.

Key Responsibilities

• Track and verify guest requests in the ALICE system to ensure timely acknowledgment, proper tracking, and closure as per service guidelines, while identifying overdue and recurring issues.
• Analyze guest satisfaction metrics, resolution times, and sentiment trends using ALICE, TrustYou, and other pertinent platforms.
• Examine feedback from guest surveys and online travel agencies, including Booking.com, to pinpoint strengths and areas requiring enhancement.
• Detect repeated service challenges, facilitate root cause investigations, propose corrective/preventive measures, and monitor their effectiveness.
• Perform quality audits on hotel products and services against brand standards utilizing official checklists and LQA tools, documenting findings meticulously.
• Manage internal audit records through MyLQA and coordinate corrective actions with respective departments.
• Create and update dashboards in Excel and Power BI to represent guest feedback, operational results, and service effectiveness clearly.
• Validate data accuracy and completeness in reports, resolving discrepancies through collaboration with involved teams.
• Support TrustYou, HERO, and ALICE system administration, liaising with IT and platform support for functionality and issue resolution.
• Oversee user access and permissions maintaining compliance with governance and confidentiality protocols.
• Train Heartists® in effective utilization of quality and guest experience systems aligned to brand standards.
• Monitor adoption of systems across departments, identify training needs, and suggest workflow improvements.
• Maintain accurate records of attendance and training in SST and other learning platforms ensuring timely data uploads and orderly documentation.
• Prepare daily briefings with updates on quality metrics, insights, and priority action items.
• Generate monthly ALICE and TrustYou performance reports with actionable recommendations.
• Compile training effectiveness reports in cooperation with Learning & Development teams.
• Deliver quarterly presentations and periodic reports to the Director of Quality & Guest Experience.
• Communicate findings clearly to department leads to enhance guest satisfaction, service consistency, and operational efficiency.
• Identify opportunities for automation, process improvements, and system enhancements encouraging data-driven decision making.
• Contribute to pre-opening quality readiness and operational rehearsals, ensuring thorough follow-up on identified issues.
• Maintain orderly Quality and Learning & Development documentation, safeguard sensitive information, and perform associated administrative duties.
• Incorporate sustainability considerations into quality checks and promote resource-efficient digital reporting.

Qualifications and Competencies

• Diploma or Bachelor's degree in Hospitality Management, Business Analytics, Quality Management, Information Systems, or a related discipline; relevant experience may substitute formal qualifications.
• Prior experience in hotel quality assurance, guest experience analysis, operational reporting, or similar analytical roles is preferred.
• Proficient with Microsoft Excel and Power BI for data preparation, dashboard creation, and performance presentation.
• Skillful in interpreting guest feedback, recognizing sentiment patterns, and translating operational data into practical improvements.
• Understanding of quality assurance processes, audit techniques, root cause analysis; knowledge of LQA and luxury hospitality standards advantageous.
• Familiarity with ALICE, TrustYou, MyLQA, HERO, Opera Cloud, or Hudini systems preferred; aptitude for rapid learning of new platforms.
• Detail-oriented with disciplined data validation, documentation, confidentiality, and user access management.
• Strong command of English communication; Arabic language capabilities beneficial.
• Organized, equipped with critical thinking and problem-solving skills, able to meet deadlines and coordinate cross-department follow-ups.
• Collaborative with a service-focused mindset and confident in delivering training; experience in luxury hotels or pre-openings is a plus.

Working Conditions and Offer

• Position is full-time with a permanent contract.
• Reporting line to the Director of Quality & Guest Experience.
• Role is based in Makkah.

Company Culture and Values

• Emphasis on passion for excellence and pride in brand, people, and guest experiences.
• Entrepreneurial mindset with ownership, accountability, and clear performance indicators.
• Strong community spirit characterized by family-like support, responsiveness, and open communication.
• Commitment to transparency and constructive feedback.
• Focus on long-term relationships with stakeholders and talent, fostering belonging.
• Customized and immersive guest experiences encouraging creativity.

Personal Attributes and Aspirations

• Demonstrate entrepreneurial leadership and embody French Art de Vivre.
• Exemplify humility, excellence, attention to detail, and distinctive presence.
• Be a team-oriented, warm, and socially engaging individual with genuine care.
• Appreciate luxury through creating meaningful stories and traditions.
• Show enthusiasm for French culture, language, history, and cuisine.
• Display open-mindedness, creativity, and innovation.
• Show interest in local arts, gastronomy, fashion, and modern design.
• Commit to sustainable luxury practices.

Additional Information

This opportunity is open to local candidates only.