{"id":3747776,"url":"https://alion.io/job/accor-quality-brand-experience-supervisor","title":"Quality & Brand Experience Supervisor","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":67,"ghost_share":0,"stale_share":0.97,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mecca, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-11-04T13:44:10Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T23:33:55Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Sofitel\nEmerging as a pioneering French luxury hospitality brand in 1964, Sofitel brings French zest and inspires heartfelt encounters to the most sought-after destinations worldwide. Seamlessly melding local culture with the French zest for life through remarkable savoir-faire and generous service, Sofitel is for free-minded travelers and arts and culture afficionados who have an appreciation for a refined and understated sense of modern luxury.\nWith over 115 Sofitel and Sofitel Legend hotels in more than 45 countries, our reach is truly global, making the sky the limit for growth opportunities. As our portfolio expands each year, there are ample opportunities to be involved in both our existing properties, and our future openings.\nSofitel Jabal Omar Makkah\nSofitel Jabal Omar Makkah brings together French elegance and the warmth of Saudi hospitality in the heart of the Holy City. As part of Accor’s luxury portfolio, we aspire to create meaningful guest experiences through thoughtful, personalised service.\nJoin our opening team of passionate Heartists® and help shape a distinctive new chapter of Sofitel hospitality. Discover an opportunity to grow your career, celebrate your talents, and make every moment matter\n Your Mission / What you will be accountable for\nTurn guest feedback and operational data into clear insights that help Sofitel Jabal Omar Makkah deliver thoughtful, personalised service. Support brand standards, quality assurance and continuous improvement through accurate analysis, effective system administration and practical recommendations across the guest journey.\nRole Description / What you will do\nMonitor ALICE guest requests to verify timely acknowledgement, tracking and closure against agreed service levels; highlight overdue cases and recurring gaps.\n\nAnalyse response and resolution times, guest satisfaction scores and sentiment trends across ALICE, TrustYou and other relevant platforms.\n\nReview guest survey and online travel agency feedback, including Booking.com insights, to identify strengths and opportunities for improvement.\n\nIdentify recurring service issues and support root cause analysis; recommend corrective and preventive actions and follow up on their effectiveness.\n\nConduct quality audits of hotel products and services against brand standards, using approved operational checklists and LQA tools; record findings accurately.\n\nMaintain internal self-audit records in MyLQA and coordinate follow-up with the relevant departments.\n\nDevelop and maintain Excel and Power BI dashboards covering guest feedback, operational performance and service efficiency.\n\nValidate reporting data for accuracy, consistency and completeness, investigating discrepancies with the relevant teams.\n\nSupport administration of TrustYou, HERO and ALICE, coordinating system issues and functionality checks with IT and platform support teams.\n\nMaintain approved user access, roles and permissions in accordance with hotel governance procedures and confidentiality requirements.\n\nTrain and support Heartists in the effective use of quality and guest experience systems, aligned with operational and brand standards.\n\nMonitor system adoption across departments and highlight usage gaps, training needs and opportunities to improve workflows.\n\nMaintain accurate departmental attendance and training records in SST and designated learning systems; ensure timely uploads and structured filing.\n\nPrepare the daily briefing bulletin with relevant quality updates, performance insights and priority follow-up actions.\n\nProduce monthly ALICE dashboards and TrustYou reports, including guest satisfaction survey results, online review trends and actionable recommendations.\n\nCompile monthly training reports covering on-the-job, off-the-job and online learning, in coordination with the Learning & Development team.\n\nPrepare quarterly hotel quality presentations and periodic or ad hoc reports for the Director of Quality & Guest Experience.\n\nCommunicate findings clearly to department heads and support practical improvements to guest experience, service consistency and operational efficiency.\n\nIdentify opportunities for process improvement, reporting automation and system enhancement, and encourage departments to use data in daily decision-making.\n\nOther Responsibilities\nSupport pre-opening quality readiness, operational rehearsals and follow-up on identified gaps. Maintain organised documentation for Quality and Learning & Development, protect guest and Heartist information, and provide administrative support and other duties reasonably related to the role as assigned.\nSustainability :\nSupport responsible hospitality by incorporating relevant sustainability observations into quality checks and sharing improvement opportunities with the appropriate departments.\nUse digital reporting and audit records where practical, reduce unnecessary printing and encourage efficient use of resources in daily work.\nConditions / What we offer you\nFull time and permanent contract\n\nReporting to the Director of Quality & Guest Experience\n\nThis position is based in Makkah\n\nOur Culture / What we stand for\nPassion for Excellence\n\nPassion and pride for our brands, our people, our guests\n\nEntrepreneurial spirit & confidence: you are Entrepreneurs, fully accountable, with strong KPIs and freedom too\n\nProximity: Family spirit, responsiveness, solidarity & constant dialogue with the field\n\nTrust and transparency: share everything, no taboo. Feedback is a gift\n\nLong-Term relationship: with owners as well as talents. Creating a strong sense of belonging\n\nBespoke & Free: 100% experience driven. Tailored services. Unlock creativity\n\nLiving Sofitel / How you will shine\nExpress entrepreneurial spirt & leadership, embody French Art de Vivre\n\nDemonstrate humble excellence, distinguished presence, excellence, savoir-faire and attention to details (Cousu Main)\n\nBe a team player, passionate, warm, social, with genuine care for others\n\nShow a good sense of luxury, create stories, rituals and traditions\n\nBe a “Francophile”: interest and curiosity about French language, culture, history, cuisine\n\nDemonstrate open-mindedness, creativity & innovation\n\nCultural link: demonstrate interest in local arts & culture, gastronomy, fashion, modern designs:\n\nCare for committed luxury\n\nQualifications & Competencies / What you will bring\nDiploma or bachelor’s degree in Hospitality Management, Business Analytics, Quality Management, Information Systems or a related field; equivalent relevant experience may be considered.\n\nExperience in hotel quality, guest experience analysis, operational reporting or a similar analytical role is preferred.\n\nStrong Excel skills and practical knowledge of Power BI, including data preparation, dashboard development and clear presentation of performance indicators.\n\nAbility to interpret guest feedback, identify sentiment trends and translate operational data into practical recommendations.\n\nUnderstanding of quality assurance, audit methods and root cause analysis; familiarity with LQA and luxury hospitality standards is an advantage.\n\nFamiliarity with ALICE, TrustYou, MyLQA, HERO, Opera Cloud or Hudini is an advantage, with the ability to learn new systems quickly.\n\nHigh attention to detail and a disciplined approach to data validation, documentation, confidentiality and user access administration.\n\nClear written and spoken English and strong presentation skills; Arabic language skills are an advantage.\n\nStrong organisation, critical thinking and problem-solving skills, with the ability to meet reporting deadlines and follow up across departments.\n\nA collaborative, service-minded approach and confidence in supporting and training colleagues; luxury hotel or pre-opening experience is an advantage.","description_format":"text","description_chars":7779,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"Arabic","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-11-04T14:00:29Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":26,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/accor-quality-brand-experience-supervisor","json_url":"https://alion.io/job/accor-quality-brand-experience-supervisor.json","meta":{"generated_at":"2026-11-09T01:52:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3921,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8914},"rest":"https://alion.io/mcp/rest/get_company?id=8914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccor-quality-brand-experience-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccor-quality-brand-experience-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccor-quality-brand-experience-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accor-quality-brand-experience-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccor-quality-brand-experience-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3747776}},{"tool":"search_jobs","arguments":{"company":"accor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3747776},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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