Quality Manager

Job description

Raffles & Fairmont Doha is looking for a Quality Manager. The role leads the coordination, implementation, monitoring and continuous improvement of the hotel's quality management and sustainability agenda. Acting as a key partner to hotel leadership and a central point of coordination for quality-related initiatives, the role ensures consistent application of brand standards, service excellence principles, quality procedures and continuous improvement practices across all areas of the operation.

Responsibilities

• Lead the development, implementation and continuous improvement of the hotel's Quality Management System in line with brand standards and sustainability commitments
• Establish, maintain and improve quality standards, procedures, tools and monitoring mechanisms across hotel operations
• Coordinate and conduct regular quality reviews, internal audits, inspections and operational assessments
• Monitor guest feedback, quality indicators and audit results to identify trends, gaps and opportunities for improvement
• Analyse quality and guest experience data and give actionable recommendations to management and department heads
• Develop and monitor departmental quality improvement plans with clear corrective and preventive actions
• Coordinate preparation and follow-up of internal and external quality audits, brand inspections and mystery shopper assessments
• Support departments in developing SOPs, quality checklists and service standards
• Lead cross-functional quality improvement projects with clear objectives, ownership and timelines
• Provide regular quality performance updates and recommendations to hotel leadership

Requirements

• Bachelor's degree in Hospitality Management, Quality Management, Business Administration, Sustainability or a related field
• Minimum 5-7 years of relevant experience in luxury hospitality, hotel operations, quality management, guest experience or a similar leadership role
• Strong understanding of luxury hospitality standards, quality assurance frameworks and service excellence
• Experience developing and improving Quality Management Systems and performance-monitoring processes
• Experience conducting or coordinating internal, brand, corporate and external quality audits and inspections
• Practical knowledge of sustainability principles and responsible business practices in hospitality
• Strong analytical and reporting skills
• Proven project management and organisational skills
• Excellent written and verbal communication skills
• Strong leadership, influencing, facilitation and stakeholder-management skills

Skills

• Audits
• Guest Experience
• Project Management
• Quality Management
• Sustainability