Quality Assurance Manager

Discover the warm French-Polynesian welcome of our luxury 5 star beach resort situated on the East Crescent of the world famous Palm Jumeirah, offering a rejuvenating escape inspired by the rich culture of the South Pacific.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With magnifique touches of French elegance interlaced throughout the hotel, we invite you to ‘Live the French way’ and indulge in excellence.

• Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.
• Responsible for the Development of hotel teams in regards to Guest Experience.
• Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.

Guest Experience

• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
• Makes recommendations to improve the Guest Experience and shares these with the management team
• Ensures that the Sofitel Brand Standards are adhered to and conducts regular spot checks
• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
• Enhances the hotel’s customer service and Guest Experience by incorporating examples of best practices
• Conducts weekly and monthly training sessions.
• Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Social Media/Reputation Management

• Monitors social media platforms e.g. Twitter, Facebook, Instagram
• Engages with the audience following the Sofitel social media strategy
• Maintains the accuracy and consistency of data produced from all social media platforms
• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Sofitel Social Media strategy
• Grow the number of audience/followers on social media platforms
• Manages Trip Advisor ranking and reviews in order to move ranking upwards

• Strong leadership skills
• Quality mindset
• Manage strategies for problem solving
• Strong negotiation and crisis management skills
• Statistical analysis for problem solving
• Ability to motivate and provide counsel to the team