Quality Manager
AccorHotel
Employer Active
Posted 4 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
Design, implement, and monitor property-wide quality assurance programs, SOPs, and service standards.
Conduct regular audits and inspections across all operational areas to ensure compliance with brand, health, safety, and regulatory standards.
Track and report on KPIs related to guest satisfaction, service delivery, and operational consistency.
Guest Experience & Service Excellence
Analyze guest feedback (e.g., TrustYou, Forbes, direct guest reviews) to identify trends and areas for improvement.
Lead root-cause analysis of service failures and collaborate with departments on corrective actions and guest recovery plans.
Champion a proactive guest-centric culture and partner with frontline leaders to deliver wow moments.
Training & Development
Support People & Culture in developing service training programs tied to guest feedback, Forbes standards, and brand pillars.
Conduct quality-focused training sessions to reinforce standards and empower staff in delivering personalized luxury experiences.
Coach and mentor departmental trainers and supervisors on service quality best practices.
Performance Monitoring & Reporting
Maintain a centralized dashboard of quality metrics, feedback channels, and audit results.
Present regular quality performance reviews to the leadership team, highlighting wins, risks, and areas for improvement.
Collaborate with IT and systems teams to optimize data collection, feedback loops, and reporting processes.
Continuous Improvement & Innovation
Lead cross-functional initiatives to elevate service standards and operational efficiency.
Keep abreast of industry best practices and apply relevant innovations to enhance the FAENA guest journey.
Facilitate brainstorming sessions and quality improvement projects with various departments.
Desired Candidate Profile
Proven experience (minimum 5 7 years) in Quality Management, Guest Experience, or Operational Excellence, ideally within the luxury hospitality sector.
- Strong knowledge of international service and quality standards, including LQA, Forbes, ISO, and HACCP.
- Demonstrated ability to analyze guest feedback, performance data, and audit results to drive continuous service improvement.
- Exceptional attention to detail, critical thinking, and problem-solving skills, with a focus on service consistency and operational compliance.
- Strong interpersonal and communication skills, with a collaborative leadership style that builds trust and engagement across all levels.
- Experience working with guest feedback and audit platforms (e.g., Medallia, TrustYou), and familiarity with performance measurement tools and dashboards.
- Culturally aware and emotionally intelligent, with a high degree of discretion and professionalism in guest and team interactions.
- Deep understanding of luxury service expectations, brand standards, and the delivery of personalized guest experiences.
- Ability to thrive in a high-paced, evolving environment, managing priorities while maintaining a focus on quality and excellence.
- Solid understanding of local health, safety, and compliance regulations, ensuring strict adherence to all legal and operational requirements.
Company Industry
- Hotels
- Hospitality
Department / Functional Area
- Quality
- Testing
- QA
- QC
- Inspector
Keywords
- Quality Manager
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