Quality Manager

• Own and support the end-to-end guest journey, ensuring it is thoughtfully designed, consistently delivered, and aligned with brand culture, luxury service philosophy, and Luxury Service Certifications and standards.
• Evaluate each guest touchpoint across all departments to ensure seamless, personalized, and anticipatory service experiences.
• Embed a strong culture of quality and service excellence across all departments through visible leadership and hands-on operational presence.
• Ensure consistent delivery of personalized, thoughtful, and detail-oriented service aligned with the hotel’s luxury service philosophy.
• Analyze Guest Love scores, Guest Satisfaction Index (GSI) results, and other guest feedback platforms to identify trends, strengths, and opportunities for improvement.
• Partner with Heads of Department to develop clear, actionable improvement plans aligned with departmental and hotel-wide metrics and goals.
• Plan and conduct regular internal quality audits, service evaluations, and compliance reviews across all operational areas.
• Previous experience in a Quality, Guest Experience, Operations or Rooms/Hotel Management role, preferably within a luxury or international hotel environment.
• Strong understanding of luxury hospitality standards, service excellence and quality assurance principles.
• Previous experience working with hotel quality programs, brand standards, audits or inspection processes.
• Strong analytical skills, with the ability to interpret guest feedback, quality scores and operational data and translate insights into action.
• Excellent observation and attention to detail, with a genuine passion for service excellence.
• Strong communication, coaching and influencing skills, with the ability to work effectively with colleagues at all levels.
• Confident in providing constructive feedback and challenging teams in a positive and solution-oriented manner.
• Strong understanding of continuous improvement and root-cause analysis.
• Excellent organizational and follow-up skills, with the ability to manage multiple priorities and initiatives.
• Previous experience within IHG Hotels & Resorts or another international luxury hospitality group would be an advantage.

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