Quality Manager

About the role

The Quality Manager will lead the hotel’s quality agenda, ensuring that IHG and InterContinental brand standards, service expectations and operational procedures are consistently understood, implemented and sustained across all departments.

Key responsibilities

• Own and support the end‑to‑end guest journey, designing and delivering experiences that align with the brand’s luxury service philosophy and certifications.
• Evaluate every guest touchpoint across departments to guarantee seamless, personalized, and anticipatory service.
• Embed a strong culture of quality and service excellence through visible leadership and hands‑on operational presence.
• Analyze Guest Love scores, Guest Satisfaction Index (GSI) results and other feedback platforms to identify trends, strengths and improvement opportunities.
• Partner with Heads of Department to develop clear, actionable improvement plans and monitor their execution.

Required profile

• Demonstrated ability to provide visible leadership and hands‑on operational presence.
• Experience collaborating with executive committees, department heads and operational teams.
• Strong analytical mindset to interpret guest feedback data and drive continuous improvement.

Required skills