Quality Manager
Core
Overseeing development, implementation, and continuous improvement of quality standards across all departments to ensure exceptional guest experience.
Role type
Senior Quality Manager (Luxury Hospitality)
Builds
Property-wide quality assurance programs, SOPs, service standards, and guest recovery plans.
Domain
Luxury Hospitality / Hotel Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | physical/clinical work
Required skills
Quality Management, Guest Experience, Operational Excellence, International service standards (LQA, HACCP), Data analysis, Root-cause analysis, Service training design, Cross-functional leadership, Health/safety compliance
Preferred skills
Ultra-Luxury guest expectations, Performance measurement tools, Guest feedback platforms, Brainstorming facilitation
Technologies
LQA, HACCP, Performance measurement tools, Guest feedback platforms
Responsibilities
Design and monitor property-wide quality assurance programs and SOPs; Conduct regular audits and inspections for compliance; Track and report KPIs related to guest satisfaction and service delivery; Analyze guest feedback to identify trends and improvement areas; Lead root-cause analysis of service failures and develop corrective actions; Coach and mentor departmental trainers on service quality best practices; Present regular quality performance reviews to leadership.
Seniority
Senior, hands-on IC