Quality Assurance Manager
- Riyadh
- Permanent
- Full-time
- Lead and manage the Quality Assurance function, promoting a culture rooted in excellence, consistency, and guest satisfaction.
- Coach and support department leaders and frontline teams in understanding and implementing quality and service standards.
- Act as the internal ambassador of Forbes, LQA, and STM standards across all hotel operations.
- Develop, update, and enforce quality standards and operating procedures in line with Four Seasons brand expectations and luxury hospitality benchmarks.
- Ensure that all departments understand and adhere to Four Seasons service standards, Forbes Five-Star criteria, LQA protocols, and STM practices.
- Conduct regular internal audits, inspections, and walkthroughs of guest areas, back-of-house operations, and F&B outlets to evaluate adherence to standards.
- Lead the coordination and execution of LQA and Forbes inspections, ensuring pre- and post-inspection readiness and action planning.
- Collect and analyze guest feedback from surveys, online reviews, Medallia, and direct comments to identify trends, service gaps, and training needs.
- Present regular quality performance reports to the Executive Committee and support data-driven decision-making.
- Partner with departments such as Housekeeping, Front Office, Engineering, F&B, and Spa to implement service enhancements and ensure consistency in guest touchpoints.
- Support pre-opening or renovation-related quality planning as needed.
- Develop and monitor action plans following audits, inspections, or guest complaints to ensure timely and effective resolutions.
- Introduce best practices and quality improvement projects that drive guest satisfaction and operational efficiency.
- Support Learning & Development efforts to ensure onboarding, refresher training, and quality-based workshops reflect the latest standards.
- Conduct Forbes and LQA training refreshers and simulations for key departments.