Quality Manager

JOB SUMMARY

The Quality Manager is responsible for driving operational excellence through continuous improvement initiatives, ensuring compliance with hygiene, health, safety, and regulatory requirements, and upholding brand and service quality standards across all departments. The role partners with operational teams to enhance guest satisfaction, improve service delivery, strengthen quality assurance processes, and foster a culture of continuous improvement while maintaining a safe, compliant, and guest-centric environment.

CANDIDATE PROFILE 

Education and Experience

•    Diploma/Degree in Hospitality management or related disciplines
•    Minimum 5 year of relevant experience preferably in luxury hotel or hospitality. 
 

CORE WORK ACTIVITIES

•    Attends daily morning meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
•    Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
•    Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
•    Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
•    Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution. 
•    Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
•    Immerses in operations to better understand issues/defects faced on the ground.
•    Drives several initiatives for business standard audits and guestvoice.
•    Conducts monthly audit to verify compliance with company and brand standards.
•    Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
•    Directs property quality efforts to address critical customer requirements.
•    Completes other reasonable duties as requested by leadership.
•    Develops specific training designed to improve service performance.
•    Drives brand values and philosophy in all training and development activities.
•    Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
•    Verifies that management practices at all levels are aligned with quality tools.
•    Verifies the tools for continuous improvements are in place and being utilized.
•    Uses data collection methods to identify, compile, display, track, and analyze defect trends.
•    Reviews guest feedback with leadership team and verify appropriate corrective action is taken.
•    Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
•    Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
•    Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.). 
 

 
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.