Quality Manager

About FAENA and the Role

FAENA Movement embodies a journey steeped in art, culture, and community, inspired by Southern traditions and defined by innovative design. Committed to authentic hospitality and transformative experiences, FAENA crafts unique spaces where creativity thrives and dreams become reality. As the brand expands into the Kingdom of Saudi Arabia with the pioneering FAENA The Red Sea property, it envisions creating a realm of beauty and meaningful connection beyond a conventional hotel.

The Quality Manager at FAENA Red Sea is a pivotal figure responsible for establishing, executing, and continuously enhancing quality protocols throughout all property departments. Ensuring the delivery of outstanding guest experiences consistent with FAENA’s hallmark of excellence and meticulous attention to detail is central to this leadership role.

Key Duties and Responsibilities

• Develop and enforce comprehensive quality assurance strategies, standard operating procedures, and service benchmarks across the entire property.
• Perform routine inspections and audits spanning all operational areas to verify compliance with brand guidelines, health and safety standards, and relevant regulations.
• Monitor and report key performance indicators related to guest satisfaction, service quality, and operational uniformity.
• Examine guest feedback from various platforms (e.g., TrustYou, Forbes, direct reviews) to recognize patterns and improvement opportunities.
• Lead investigations into service shortcomings, collaborating with departments to implement corrective measures and guest recovery initiatives.
• Promote a guest-centric mindset, working with frontline supervisors to consistently produce exceptional experiences that delight guests.
• Collaborate with People & Culture teams to develop targeted training programs that align with guest insights, Forbes standards, and brand values.
• Deliver quality-centric training sessions to staff, encouraging adherence to standards and personalized luxury service delivery.
• Mentor departmental trainers and supervisors on best practices for maintaining service quality.
• Maintain centralized dashboards for quality metrics, guest feedback, and audit outcomes; report regularly to leadership with updates on achievements, risks, and improvement areas.
• Partner with IT and system experts to enhance data collection, feedback integration, and reporting systems.
• Champion cross-departmental projects aimed at raising service standards and operational effectiveness.
• Stay informed of industry advances and integrate innovations that elevate the overall guest journey.
• Coordinate brainstorming sessions and initiatives focused on quality enhancement with diverse teams.

Required Qualifications and Skills

• Minimum of 5 to 7 years' proven experience in quality management, guest experience, or operational excellence, preferably within luxury hospitality.
• Comprehensive understanding of international service and quality frameworks such as LQA, Forbes, ISO, and HACCP standards.
• Ability to analyze guest feedback, performance metrics, and audit data to foster ongoing service improvements.
• Exceptional detail orientation, critical analysis, and problem-solving aptitude focused on consistent service delivery and compliance.
• Strong interpersonal and communication skills with a leadership approach that fosters trust and collaboration at all organizational levels.
• Experience utilizing guest feedback and audit technologies like Medallia and TrustYou; adept with performance tracking tools and dashboards.
• Culturally sensitive and emotionally intelligent, maintaining discretion and professionalism in all guest and team interactions.
• In-depth knowledge of luxury service expectations, brand guidelines, and delivering tailored guest experiences.
• Capability to excel in a dynamic, fast-paced environment while managing multiple priorities and upholding quality standards.
• Well-versed in local health, safety, and regulatory compliance, ensuring strict adherence to legal and operational protocols.