Quality Assurance Manager

Role overview

The Quality Assurance Manager drives continuous improvement across hotel operations, service delivery, and internal processes. This role uses quality programs, performance planning, guest feedback, data analysis, and project coordination to strengthen key hotel metrics and ensure improvements are executed effectively.

Key responsibilities

• Lead with clarity and energy so the team reflects the Capella brand, culture, values, and service philosophy.
• Set expectations clearly, acknowledge strong performance, and help deliver dependable business outcomes.
• Model polished, high-end guest service and strong operational judgment at all times.
• Work with leaders to shape quality plans such as Tiger Teams and PEP using guest feedback, operational insights, and data.
• Run and support Tiger Team meetings, then follow up on agreed actions until completion.
• Encourage consistent use of Knowcross inspection reports by department leaders.
• Define key performance indicators for internal assessments conducted through Knowcross reports.
• Manage guest complaints and service issues, maintain proper records, and ensure prompt resolution to guest satisfaction.
• Review guest comments from channels such as TripAdvisor, ReviewPro, and direct comment cards, then turn findings into improvement actions.
• Track monthly service performance results, identify root causes, and work with department heads on corrective measures.
• Prepare performance updates for departmental and senior leaders using data analysis, root cause review, and action planning.
• Provide data-driven gap analysis to department heads to support stronger performance.
• Find ways to simplify routine reporting and improve internal work efficiency.
• Make sure colleagues understand the importance of LQA and Forbes standards for audit and service performance.
• Ensure assessments are completed in line with Forbes standards and the Training Certification Manual.
• Coordinate with internal, external, and mystery auditors to plan quarterly and yearly audits.
• Spend time in operations to identify and audit quality gaps based on customer feedback.
• Monitor the property’s position on review platforms and drive initiatives that protect or improve its ranking.
• Implement process and service improvements that strengthen operational efficiency and competitive standing.
• Deliver annual Performance Excellence Planning training for all leaders.
• Work with the Training Manager and department heads to identify capability gaps and training priorities.
• Report defects, damage, and breakdowns in work areas and hotel facilities to help maintain a flawless environment.
• Build strong cross-department relationships and support clear communication on operational matters.
• Encourage team ownership, accountability, and consistent feedback to exceed guest expectations.
• Observe team performance, provide useful coaching, and support appraisals and recognition.
• Mentor team members, support their growth, and help define short- and long-term career goals.
• Take part in recruitment, including interviews, and contribute to succession planning.
• Identify training needs proactively so team capability keeps improving.
• Maintain a professional image in dealings with guests, coworkers, and the business.
• Protect the privacy and security of guests and colleagues.
• Perform departmental tasks as needed and provide shift coverage when required.

Requirements

• Diploma or bachelor’s degree in Hospitality Management or Business Management.
• Prior experience in a similar role within a luxury hotel or resort.
• Management exposure across different hotel or resort functions is an advantage.
• Experience as an auditor or trainer in an ISO 9001-certified or Six Sigma environment is preferred.
• Strong computer skills, including Microsoft Word and data analysis tools.
• Excellent written and spoken English.
• Solid project management capability.

Additional information

This is a full-time, onsite position based in Riyadh, Saudi Arabia. Candidates who are shortlisted will be contacted.

Focus areas

The role centers on guest experience improvement, internal audits, quality standards, service recovery, performance analysis, training coordination, and cross-functional collaboration.