Quality Manager

About the role

The Quality Manager drives operational excellence across all hotel departments by leading continuous‑improvement initiatives, ensuring compliance with hygiene, health, safety and regulatory standards, and safeguarding brand and service quality. Partnering closely with operational teams, the role focuses on elevating guest satisfaction and embedding a culture of systematic quality management.

Key responsibilities

• Attend daily and monthly meetings to provide real‑time performance updates, address guest incidents, and reinforce quality training.
• Present weekly analyses of defect trends and guest feedback, recommending focus areas for improvement.
• Coordinate weekly quality meetings covering guest voice, top incidents, and business‑standard audits.
• Record, track and communicate progress of quality initiatives to executive committees, managers, associates and corporate offices.
• Facilitate problem‑solving sessions ensuring systematic processes and quality tools are applied to achieve resolutions.
• Lead process‑improvement teams, verify measurable outcomes, and immerse in operations to understand ground‑level issues.
• Conduct monthly audits to verify compliance with company and brand standards, and drive corrective actions.
• Develop and deliver targeted training to improve service performance and align management practices with quality tools.
• Utilise data collection methods to identify, track and analyse defect trends, integrating guest satisfaction into departmental meetings.

Required profile

• Diploma or degree in Hospitality Management or a related discipline.
• Minimum of 5 years of relevant experience, preferably in a luxury hotel or hospitality environment.
• Proven ability to lead quality‑assurance initiatives and drive continuous improvement.

Required skills