Quality Manager

Job Description

We invite you to join the world of luxury hospitality at Raffles & Fairmont Doha as our new Quality Manager.

The Quality Manager leads the coordination, implementation, monitoring, and continuous improvement of the hotel’s quality management and sustainability agenda across Raffles & Fairmont Doha.

Acting as a key partner to hotel leadership and a central point of coordination for quality-related initiatives, the role ensures the consistent application of brand standards, service excellence principles, quality procedures, and continuous improvement practices across all areas of the operation.

Key Responsibilities

• Lead the development, implementation, and continuous improvement of the hotel’s Quality Management System in alignment with brand standards, company objectives, sustainability commitments, and relevant industry requirements.
• Establish, maintain, and continuously improve quality standards, procedures, tools, guidelines, and monitoring mechanisms across hotel operations.
• Drive a culture of service excellence, quality awareness, accountability, and continuous improvement across all departments.
• Coordinate and conduct regular quality reviews, internal audits, inspections, and operational assessments to ensure compliance with established standards.
• Monitor guest feedback, quality indicators, audit results, inspection findings, and operational performance to identify trends, gaps, risks, and opportunities for improvement.
• Analyze quality and guest experience data and provide actionable recommendations to management and department heads.
• Develop and monitor departmental quality improvement plans, ensuring corrective and preventive actions are clearly defined, implemented, and followed through.
• Coordinate the preparation and follow-up of internal and external quality audits, brand inspections, mystery shopper assessments, and other quality evaluations.
• Work closely with department heads and operational teams to identify root causes of quality issues and implement sustainable corrective actions.
• Establish effective quality reporting and performance-tracking mechanisms, including KPIs, dashboards, action plans, and trend analysis.
• Facilitate quality meetings, review sessions, and continuous improvement initiatives with relevant stakeholders.
• Support departments in developing and maintaining appropriate Standard Operating Procedures (SOPs), quality checklists, service standards, and operational controls.
• Ensure that quality standards are effectively communicated, understood, implemented, and consistently applied across the hotel.
• Collaborate with Learning & Development and departmental leaders to identify quality-related training needs and support initiatives that strengthen service delivery and operational standards.
• Promote guest-centric practices by translating guest feedback and quality insights into tangible improvements in products, services, and processes.
• Lead cross-functional quality improvement projects and initiatives, ensuring clear objectives, ownership, timelines, and measurable outcomes.
• Monitor compliance with Raffles and Fairmont brand standards and support the hotel in maintaining consistent standards across all guest touchpoints.
• Coordinate sustainability-related quality initiatives and support the integration of responsible business practices into hotel operations.
• Maintain accurate quality documentation, records, reports, audit findings, and improvement plans to support effective governance and continuous improvement.
• Benchmark quality practices and service standards against relevant luxury hospitality industry standards and identify opportunities to enhance the hotel’s competitive position.
• Provide regular quality performance updates, insights, and recommendations to hotel leadership.
• Encourage a proactive approach to risk identification, problem-solving, service recovery, and operational excellence.
• Ensure that quality improvement initiatives deliver measurable and sustainable improvements in guest satisfaction, operational performance, and brand compliance.

Qualifications

• What will you bring to this role?
• 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, guest experience, service excellence, and operational performance.
• Demonstrated experience in developing, implementing, and continuously improving Quality Management Systems, standards, procedures, and performance-monitoring processes.
• Proven experience conducting or coordinating internal, brand, corporate, and external quality audits, inspections, and assessments, including the development and follow-up of corrective and preventive action plans.
• Practical knowledge of sustainability principles, environmental initiatives, and responsible business practices within the hospitality industry.
• Strong analytical and reporting skills, with the ability to interpret quality data, guest feedback, audit findings, performance trends, and operational KPIs.
• Proven project management and organizational skills, with the ability to lead multiple quality initiatives, improvement projects, and departmental action plans simultaneously.
• Excellent written and verbal communication skills, with the ability to influence and collaborate effectively with senior leadership, department heads, colleagues, and operational teams.
• Strong leadership, influencing, facilitation, and stakeholder-management skills, with the ability to drive quality initiatives across multiple departments without direct reporting authority.
• High level of professionalism, integrity, accountability, and sound judgment.
• Strong proficiency in Microsoft Office, particularly Excel, PowerPoint, Word, and other quality reporting and data-analysis tools.
• Fluency in English is essential; additional languages are an advantage.
• Experience within a luxury or internationally branded hotel environment is highly desirable.
• Strong understanding of brand standards and the ability to translate brand expectations into consistent operational practices and guest experiences.
• Experience within a luxury or internationally branded hotel environment is highly desirable.
• Embrace the Raffles & Fairmont brand promise and luxury in your role and in all your interactions.
• Foster an inclus