Brand Experience & Quality Manager

About the role

We are looking for a proactive Brand Experience & Quality Manager to lead the continuous improvement of our hotel’s service standards. You will work closely with operational teams to analyse performance data, drive guest satisfaction and embed a culture of quality across the property.

Key responsibilities

• Collect, review and consolidate operational data to identify trends and opportunities for improvement.
• Conduct root‑cause analysis and develop corrective action plans to enhance guest satisfaction and engagement.
• Monitor and assess performance, pinpoint gaps and coach operational staff on best practices.
• Perform regular departmental visits, partnering with managers to address performance issues and implement process enhancements.
• Provide coaching and guidance on quality standards, ensuring consistent delivery of brand experience for guests and associates.

Required profile

• Degree in Quality, Hospitality or a recognised training qualification (or currently studying).
• Minimum 2 years experience in quality management, strategic management or business excellence, preferably within the service industry.
• Proven ability to facilitate senior staff groups and drive change.

Required skills

• Expert‑level proficiency in MS Excel, PowerPoint, Word, Visio and MS Project.
• In‑depth knowledge of process‑management methodologies.