Quality Manager

About the role

The Quality Manager will lead the hotel’s quality assurance programme, ensuring that service standards, brand guidelines and guest expectations are consistently met. Working closely with senior management, you will drive continuous improvement across all operational areas of the resort.

Key responsibilities

• Attend daily executive committee meetings to provide real‑time performance updates and address guest incidents.
• Present weekly analysis of defect trends, guest feedback and recommend focus areas.
• Coordinate weekly quality meetings covering guest voice, top incidents and business‑standard audits.
• Record, track and communicate progress of quality initiatives to executives, managers and corporate office.
• Facilitate problem‑solving sessions and process‑improvement teams, ensuring systematic use of quality tools.
• Conduct monthly audits to verify compliance with company and brand standards.
• Immerse in daily operations to identify root causes of defects and drive corrective actions.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years experience.
• Proven experience in hotel operations such as guest services, front desk, housekeeping, sales & marketing or management.
• Strong understanding of quality management practices, data collection methods and budget control.
• Analytical mindset with attention to detail and effective presentation skills.

Required skills

• Six Sigma or Total Quality Management (TQM) training.
• Statistical measurement and analysis tools.
• Database applications.
• Word processing software.
• Spreadsheet software (e.g., Excel).
• Graphic and statistical computer applications.

What we offer

• Opportunity to influence quality standards at a prestigious resort.
• Collaborative environment with senior leadership.
• Professional development in hospitality quality management.