Quality Manager

Company Description

The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.

As we continue our expansion into the Kingdom of Saudi Arabia, FAENA The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.

Job Description

The Quality Manager at FAENA Red Sea is responsible for overseeing the development, implementation, and continuous improvement of quality standards across all departments of the property. This role plays a key part in ensuring a consistently exceptional guest experience that reflects FAENA’s signature of excellence and attention to detail.

Working closely with department heads and leadership, the Quality Manager supports operational teams by embedding a culture of excellence, accountability, and innovation—driving service consistency, compliance, and guest satisfaction.

Key Responsibilities

Quality Assurance & Compliance

• Design, implement, and monitor property-wide quality assurance programs, SOPs, and service standards.

• Conduct regular audits and inspections across all operational areas to ensure compliance with brand, health, safety, and regulatory standards.

• Track and report on KPIs related to guest satisfaction, service delivery, and operational consistency.

Guest Experience & Service Excellence

• Analyze guest feedback (e.g., TrustYou, Forbes, direct guest reviews) to identify trends and areas for improvement.

• Lead root-cause analysis of service failures and collaborate with departments on corrective actions and guest recovery plans.

• Champion a proactive guest-centric culture and partner with frontline leaders to deliver “wow” moments.

Training & Development

• Support People & Culture in developing service training programs tied to guest feedback, Forbes standards, and brand pillars.

• Conduct quality-focused training sessions to reinforce standards and empower staff in delivering personalized luxury experiences.

• Coach and mentor departmental trainers and supervisors on service quality best practices.

Performance Monitoring & Reporting

• Maintain a centralized dashboard of quality metrics, feedback channels, and audit results.

• Present regular quality performance reviews to the leadership team, highlighting wins, risks, and areas for improvement.

• Collaborate with IT and systems teams to optimize data collection, feedback loops, and reporting processes.

Continuous Improvement & Innovation

• Lead cross-functional initiatives to elevate service standards and operational efficiency.

• Keep abreast of industry best practices and apply relevant innovations to enhance the FAENA guest journey.

• Facilitate brainstorming sessions and quality improvement projects with various departments.

Qualifications

• Proven experience (minimum 5–7 years) in Quality Management, Guest Experience, or Operational Excellence, ideally within the luxury hospitality sector.
• Strong knowledge of international service and quality standards, including LQA, Forbes, ISO, and HACCP.
• Demonstrated ability to analyze guest feedback, performance data, and audit results to drive continuous service improvement.
• Exceptional attention to detail, critical thinking, and problem-solving skills, with a focus on service consistency and operational compliance.
• Strong interpersonal and communication skills, with a collaborative leadership style that builds trust and engagement across all levels.
• Experience working with guest feedback and audit platforms (e.g., Medallia, TrustYou), and familiarity with performance measurement tools and dashboards.
• Culturally aware and emotionally intelligent, with a high degree of discretion and professionalism in guest and team interactions.
• Deep understanding of luxury service expectations, brand standards, and the delivery of personalized guest experiences.
• Ability to thrive in a high-paced, evolving environment, managing priorities while maintaining a focus on quality and excellence.
• Solid understanding of local health, safety, and compliance regulations, ensuring strict adherence to all legal and operational requirements.