Quality Manager (Hotel)

About the role

The Quality Manager will lead the hotel’s quality assurance programme, ensuring that all training, service standards and operational processes are aligned with the brand’s mission and guest expectations. This role focuses on continuous improvement, employee satisfaction and the delivery of a consistent, high‑quality guest experience.

Key responsibilities

• Attend daily executive committee meetings to provide real‑time updates on performance and guest incidents.
• Prepare and present weekly analyses of defect trends, guest feedback and recommend focus areas.
• Coordinate weekly quality meetings covering guest voice, top incidents and business‑standard audits.
• Track and communicate progress of quality initiatives to executives, managers and corporate office.
• Facilitate problem‑solving and process‑improvement teams, ensuring systematic use of quality tools.
• Conduct monthly audits to verify compliance with company and brand standards.
• Drive initiatives for business‑standard audits and guest‑voice programs.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year degree with 2 years experience.
• Proven experience in hotel operations, guest services, front‑desk, housekeeping, sales, marketing or related areas.
• Strong understanding of quality management practices, data‑collection methods and statistical measurement tools.
• Ability to prepare budgets, control costs and deliver effective presentations.
• Detail‑oriented, analytical mindset with a focus on continuous improvement.

Required skills

• Six Sigma methodology
• Total Quality Management (TQM)
• Statistical analysis tools
• Database software
• Word processing software
• Spreadsheet software
• Graphic design software