Quality & Brand Experience Supervisor

Sofitel 

Emerging as a pioneering French luxury hospitality brand in 1964, Sofitel brings French zest and inspires heartfelt encounters to the most sought-after destinations worldwide. Seamlessly melding local culture with the French zest for life through remarkable savoir-faire and generous service, Sofitel is for free-minded travelers and arts and culture afficionados who have an appreciation for a refined and understated sense of modern luxury. 

With over 115 Sofitel and Sofitel Legend hotels in more than 45 countries, our reach is truly global, making the sky the limit for growth opportunities. As our portfolio expands each year, there are ample opportunities to be involved in both our existing properties, and our future openings.  

Sofitel Jabal Omar Makkah 

Sofitel Jabal Omar Makkah brings together French elegance and the warmth of Saudi hospitality in the heart of the Holy City. As part of Accor’s luxury portfolio, we aspire to create meaningful guest experiences through thoughtful, personalised service.  

Join our opening team of passionate Heartists® and help shape a distinctive new chapter of Sofitel hospitality. Discover an opportunity to grow your career, celebrate your talents, and make every moment matter 

Your Mission / What you will be accountable for 

Turn guest feedback and operational data into clear insights that help Sofitel Jabal Omar Makkah deliver thoughtful, personalised service. Support brand standards, quality assurance and continuous improvement through accurate analysis, effective system administration and practical recommendations across the guest journey. 

Role Description / What you will do 

• Monitor ALICE guest requests to verify timely acknowledgement, tracking and closure against agreed service levels; highlight overdue cases and recurring gaps. 

• Analyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other relevant platforms. 

• Review guest survey and online travel agency feedback, including Booking.com insights, to identify strengths and opportunities for improvement. 

• Identify recurring service issues and support root cause analysis; recommend corrective and preventive actions and follow up on their effectiveness. 

• Conduct quality audits of hotel products and services against brand standards, using approved operational checklists and LQA tools; record findings accurately. 

• Maintain internal self-audit records in MyLQA and coordinate follow-up with the relevant departments. 

• Develop and maintain Excel and Power BI dashboards covering guest feedback, operational performance and service efficiency. 

• Validate reporting data for accuracy, consistency and completeness, investigating discrepancies with the relevant teams. 

• Support administration of TrustYou, HERO and ALICE, coordinating system issues and functionality checks with IT and platform support teams. 

• Maintain approved user access, roles and permissions in accordance with hotel governance procedures and confidentiality requirements. 

• Train and support Heartists in the effective use of quality and guest experience systems, aligned with operational and brand standards. 

• Monitor system adoption across departments and highlight usage gaps, training needs and opportunities to improve workflows. 

• Maintain accurate departmental attendance and training records in SST and designated learning systems; ensure timely uploads and structured filing. 

• Prepare the daily briefing bulletin with relevant quality updates, performance insights and priority follow-up actions. 

• Produce monthly ALICE dashboards and TrustYou reports, including guest satisfaction survey results, online review trends and actionable recommendations. 

• Compile monthly training reports covering on-the-job, off-the-job and online learning, in coordination with the Learning & Development team. 

• Prepare quarterly hotel quality presentations and periodic or ad hoc reports for the Director of Quality & Guest Experience. 

• Communicate findings clearly to department heads and support practical improvements to guest experience, service consistency and operational efficiency. 

• Identify opportunities for process improvement, reporting automation and system enhancement, and encourage departments to use data in daily decision-making. 

Other Responsibilities 

Support pre-opening quality readiness, operational rehearsals and follow-up on identified gaps. Maintain organised documentation for Quality and Learning & Development, protect guest and Heartist information, and provide administrative support and other duties reasonably related to the role as assigned. 

Sustainability : 

Support responsible hospitality by incorporating relevant sustainability observations into quality checks and sharing improvement opportunities with the appropriate departments. 

Use digital reporting and audit records where practical, reduce unnecessary printing and encourage efficient use of resources in daily work. 

Conditions / What we offer you 

• Full time and permanent contract 

• Reporting to the Director of Quality & Guest Experience 

• This position is based in Makkah 

Our Culture / What we stand for 

• Passion for Excellence 

• Passion and pride for our brands, our people, our guests 

• Entrepreneurial spirit & confidence: you are Entrepreneurs, fully accountable, with strong KPIs and freedom too 

• Proximity: Family spirit, responsiveness, solidarity & constant dialogue with the field 

• Trust and transparency: share everything, no taboo. Feedback is a gift 

• Long-Term relationship: with owners as well as talents. Creating a strong sense of belonging 

• Bespoke & Free: 100% experience driven. Tailored services. Unlock creativity 

Living Sofitel / How you will shine 

• Express entrepreneurial spirt & leadership, embody French Art de Vivre 

• Demonstrate humble excellence, distinguished presence, excellence, savoir-faire and attention to details (Cousu Main) 

• Be a team player, passionate, warm, social, with genuine care for others 

• Show a good sense of luxury, create stories, rituals and traditions 

• Be a “Francophile”: interest and curiosity about French language, culture, history, cuisine 

• Demonstrate open-mindedness, creativity & innovation 

• Cultural link: demonstrate interest in local arts & culture, gastronomy, fashion, modern designs: 

• Care for committed luxury 

Qualifications & Competencies  / What you will bring 

• Diploma or bachelor’s degree in Hospitality Management, Business Analytics, Quality Management, Information Systems or a related field; equivalent relevant experience may be considered. 

• Experience in hotel quality, guest experience analysis, operational reporting or a similar analytical role is preferred. 

• Strong Excel skills and practical knowledge of Power BI, including data preparation, dashboard development and clear presentation of performance indicators. 

• Ability to interpret guest feedback, identify sentiment trends and translate operational data into practical recommendations. 

• Understanding of quality assurance, audit methods and root cause analysis; familiarity with LQA and luxury hospitality standards is an advantage. 

• Familiarity with ALICE, TrustYou, MyLQA, HERO, Opera Cloud or Hudini is an advantage, with the ability to learn new systems quickly. 

• High attention to detail and a disciplined approach to data validation, documentation, confidentiality and user access administration. 

• Clear written and spoken English and strong presentation skills; Arabic language skills are an advantage. 

• Strong organisation, critical thinking and problem-solving skills, with the ability to meet reporting deadlines and follow up across departments. 

• A collaborative, service-minded approach and confidence in supporting and training colleagues; luxury hotel or pre-opening experience is an advantage.