Quality Manager

Job Description

Reporting to the Director of Operations, Responsibilities and essential job functions include but are not limited to the following:

Quality Control

Establish and maintain quality standards for all aspects of hotel operations in collaboration with Management Team.

Develop and implement procedures, guidelines, and checklists to ensure consistency in service delivery and operational processes.

Regularly review and update quality control measures to reflect changing guest expectations and industry trends.

Audits and Inspections

Plan and execute regular internal audits to evaluate the hotel's adherence to quality standards and identify areas for improvement.

Coordinate with department heads to schedule audits, inspections, and evaluations of various hotel functions.

Analyse audit findings and collaborate with department managers to address deficiencies and implement corrective actions.

Guest Feedback Management

Monitor and analyse guest feedback from various sources, such as surveys, online reviews, and direct communication.

Identify trends and areas of concern in guest feedback and work with relevant teams to implement improvements.

Develop strategies to enhance guest satisfaction, loyalty, and engagement.

Training and Development

Working closely with L&D Manager to identify training needs for hotel staff on quality standards, customer service excellence, and best practices.

In collaboration with L&D Manager, conduct workshops and training sessions to ensure employees understand their roles in upholding quality standards.

Continuous Improvement

Lead initiatives to drive continuous improvement across the hotel's operations and services.

Facilitate cross-functional teams to identify and implement process improvements, cost-saving measures, and innovative solutions.

Regularly analyse performance metrics to track progress and measure the impact of improvement efforts.

Reporting and Communication

Prepare and present regular reports to senior management outlining quality performance, audit results, and improvement initiatives.

Communicate effectively with department heads and staff to ensure a clear understanding of quality expectations and goals

Qualifications

Positive Orientation.

Operational Decision Making.

Self-Development & Management.

Developing an Empowered Team.

Leading an Engaged and Diverse Team.

Communication.

Advocating Guest Passion.

Business Planning and Analysis.

Business Improvement and Change.

Experience/Certificates/Education

Bachelor's degree in Hospitality Management, Business Administration, or a related field (or equivalent experience).

Proven experience in a quality assurance or quality control role within the luxury hotels.

Strong knowledge of hotel operations, service standards, and guest expectations.

Excellent analytical, problem-solving, and decision-making skills.

Effective communication and interpersonal abilities.

Detail-oriented and capable of managing multiple tasks and priorities.

Proficiency in using relevant software and tools for data analysis and reporting.

Adept at data analysis and using insights to drive decision-making.

Flexibility to adapt to a dynamic and fast-paced environment.

Fluency in verbal and written English is essential.