Quality Manager – Luxury Hospitality

About the role

The Quality Manager leads the development and continuous improvement of quality assurance systems across all hotel departments, ensuring a five‑star guest experience and compliance with brand and regulatory standards. This senior‑level position works closely with department heads to embed a culture of excellence throughout the property.

Key responsibilities

• Plan, conduct and report regular quality audits in Front Office, Housekeeping, Food & Beverage, Spa and other areas.
• Monitor guest feedback from online reviews, surveys and direct comments; analyse trends and drive corrective actions.
• Collaborate with department heads to develop, review and update SOPs at least twice a year.
• Track KPIs related to service quality, complaint resolution and guest satisfaction; present monthly dashboards to the General Manager.
• Lead cross‑functional improvement projects and champion a “guest‑first” culture.
• Partner with HR and L&D to deliver training on service excellence and complaint handling.

Required profile

• Bachelor’s degree in Hospitality Management or a related field.
• Proven experience in quality management or service excellence within a luxury hotel environment.
• Strong analytical mindset with the ability to turn data into actionable improvements.
• Excellent leadership and communication skills, capable of influencing senior stakeholders.

Required skills