Job Description

The Quality Manager plays a pivotal leadership role in driving a culture of excellence across all departments in a luxury hospitality setting. This role ensures the design, implementation, and continuous enhancement of quality assurance systems, guest satisfaction strategies, and compliance with both brand and regulatory requirements. The successful candidate will possess a keen eye for detail, a deep understanding of five-star service delivery, and the leadership skills to foster continuous improvement.

Quality Assurance & Service Excellence

Implement and maintain quality systems aligned with the hotel's strategic goals.
Develop SMART KPIs to measure service delivery and operational quality.
Be visible in the operations, in the lobby and during the guests’ journey, to ensure full vision and understanding of the processes in place and be able to address any concern.
Observe service behaviours of our colleagues and ensure proper grooming at all time, address it if necessary.
Guest Experience Management

Analyze guest feedback through digital platforms and internal surveys to identify trends.
Collaborate with department heads to implement corrective actions for recurring issues.
Drive measurable improvement in guest satisfaction scores by 10% year-on-year.
Bring together the HODs and conduct them to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
Process Improvement & SOP Management

Review and optimize SOPs to improve efficiency and guest service delivery.
Identify 2-3 cross-departmental improvement initiatives annually.
Ensure all SOPs are reviewed and updated semi-annually.
Training & Development

Develop and conduct quarterly workshops on quality and service standards.
Collaborate with L&D to align training materials with operational needs.
Achieve at least 90% training completion rate per quarter.
Provide training to new hired leaders regarding our guest satisfaction programs.
Create property goals, department objectives and key strategies and tasks for achievement for each department, and be the coach/accountability partner for each department in achieving those goals.
Strategic Planning & Reporting

Present monthly quality performance dashboards to the General Manager.
Use data analytics to support strategic planning and process innovations.
Align all quality objectives with annual business targets and track progress quarterly.
Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
Generate and deliver weekly guest satisfaction reports to the General Manager.
Generate and analyse information that allows us to improve our guest satisfaction results trend analysis. Analyse results by gender, by age, by nationalities, by hotel sectors, according to the purpose of the stay, according to the different seasons we have during the year, according to the number of nights of stay, according to services that have been used.
Skills
Bachelor’s degree in Hospitality, Quality Management, or Business Administration.
Familiarity with digital tools such as ReviewPro, TrustYou, or similar feedback systems.
Desire to provide extraordinary guest experiences.
Problem-solving skills.
A methodical and logical approach.
Accuracy and attention to detail, highly responsible and reliable

Please send your resume/CV