Quality Manager
Core
Acts as the 'Voice of the Guest' and 'Brand Ambassador' to drive guest satisfaction, reputation performance, and brand compliance across hotel operations.
Role type
Quality Manager (Hospitality)
Builds
Guest experience programs, brand compliance standards, and sustainability initiatives
Domain
Hospitality / Hotel Management
Required skills
Reputation performance management, brand compliance auditing, sustainability program coordination, corrective action planning, operational gap analysis, quality training and coaching, analytical reporting, presentation skills
Preferred skills
Experience in 4- or 5-star hotels, knowledge of hospitality quality standards and brand standards, experience with Guest Satisfaction Scores (GSS) and online reviews
Technologies
Microsoft Office, hotel quality systems
Responsibilities
Analyze RPS results and monitor competitors to drive operational improvements; conduct monthly brand compliance audits and prepare for LQA/Mystery Shopper visits; manage eco-certification audits and CSR data analysis; coordinate internal and external communications on sustainability targets; chair monthly quality meetings and review sentiment trends
Seniority
Mid-level, hands-on IC