Quality Manager
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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 hotels 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 hotels operations and services.
Facilitate crossfunctional teams to identify and implement process improvements costsaving 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.
SelfDevelopment & 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
Bachelors 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 problemsolving and decisionmaking skills.
Effective communication and interpersonal abilities.
Detailoriented 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 decisionmaking.
Flexibility to adapt to a dynamic and fastpaced environment.
Fluency in verbal and written English is essential.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
