Quality Manager – Hotel Operations

About the role

The Quality Manager will lead the hotel’s quality assurance programme, ensuring that all operations align with brand standards, guest expectations, and corporate objectives. Reporting to senior management, the role focuses on continuous improvement, employee satisfaction, and data‑driven decision making.

Key responsibilities

• Attend daily executive committee meetings to provide real‑time performance updates and address guest incidents.
• Analyse defect trends, guest feedback and present weekly recommendations for improvement.
• Coordinate weekly quality meetings covering guest voice, top incidents and standard audits.
• Track and communicate progress of quality initiatives to executives, managers and corporate office.
• Facilitate problem‑solving sessions and process‑improvement teams using systematic quality tools.
• Conduct monthly audits to verify compliance with company and brand standards.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years experience.
• Strong understanding of hotel operations and quality management practices.
• Ability to collect, analyse and interpret data for continuous improvement.
• Experience with budgeting, cost control and statistical measurement tools.

Required skills

• Six Sigma methodology
• Total Quality Management (TQM)
• Statistical measurement tools
• Database applications
• Spreadsheet software
• Word‑processing software
• Graphic applications