Quality Manager

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

• Conduct regular quality audits and service evaluations in all departments (Front Office, Housekeeping, Food & Beverage, Spa, etc.).
• Conduct regular audits and ensure service excellence through continuous monitoring.
• 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

• Monitor and analyze guest feedback through digital platforms (online reviews, internal surveys, direct feedback) and identify trends.
• Collaborate with department heads to resolve service issues, implement corrective actions for recurring issues and enhance guest satisfaction.
• Drive measurable improvement in guest satisfaction scores.
• 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.
• Champion the “guest-first” culture throughout the hotel.

 Process Improvement & SOP Management

• Track KPIs related to service quality, complaints resolution, and guest satisfaction
• Review and optimize SOPs to improve efficiency and guest service delivery.
• Ensure all SOPs are reviewed and updated semi-annually.
• Drive service excellence through initiatives, cross-functional projects, and process optimizations.
• Stay updated with hospitality trends and competitive benchmarking.

 Training & Development

• Collaborate with HR and L&D to conduct training on service excellence, quality standards, and complaint handling.
• Guide departments in implementing best practices and corrective actions.

 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 monthly.
• Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments 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, according to the purpose of the stay, number of nights of stay, services that have been used.

• 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.