Quality Manager - Hotel Property

About the role

This full-time Quality Manager position is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction and focus on continuous improvement at the property level. The role champions the Quality function and builds support for change.

Key responsibilities

• Manage quality assurance goals and coach managers on adopting the Total Quality Management leadership style
• Conduct weekly quality audits across all departments to check compliance with brand standards, identify service gaps and implement corrective actions, plus a monthly audit
• Maintain a strong operational presence on the hotel floor to observe processes, spot performance trends and run quality improvement initiatives
• Make and execute decisions to keep the property moving toward its goals and direct quality efforts to address critical customer requirements
• Assist with regional and company-wide implementation of best practices and facilitate process improvement teams
• Train management at all levels in quality tools, analyse defect trends and communicate the key drivers of guest satisfaction
• Review guest feedback with leadership, handle guest complaints and stay visible to customers to gather feedback
• Partner with departmental trainers to deliver structured on-the-job training and model service behaviours that meet or exceed guest expectations

Required profile

• Degree in Business Administration, Hotel and Restaurant Management or a related major
• 3 years' experience in guest services, front desk, sales and marketing, management operations or a related professional area