Quality Assurance Manager

The Quality Assurance Manager is responsible for overseeing and implementing quality standards across all departments within the hotels.

Quality Assurance Manager - Multiple properties

Job Summary

The Quality Assurance Manager is responsible for overseeing and implementing quality standards across all departments within the hotels. The role ensures compliance with SOP’s, brand standards and guest expectations. The QA manager will work collaboratively with department heads to identify improvement areas, implement corrective actions, and uphold the hotel’s commitment to excellence service.

Key Responsibilities:

 1.      Quality Standards Management

• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) for each department to standardize operations across properties.
• Conduct regular quality audits (planned or surprised) across all departments, to assess compliance with brand standards, regulatory requirements, SOPs and provide detailed feedback to the management team
• Provide on the job coaching to help improve processes
• Monitor and evaluate guest feedback via review pro to identify areas needing improvement

 2.      Guest Experience Improvement

• Analyze guest feedback and collaborate with management to address any negative trends
• Develop and implement guest experience initiatives to enhance overall satisfaction

 3.      Training and Development

• Collaborate with the Learning and Development Manager to develop quality training programs, ensuring regular training is conducted
• Support the Learning and Development Manager with orientation sessions on quality standards and service expectations
• Ensure staff are trained on how to handle guest complaints effectively and resolve issues promptly.

4.      Health and Safety Compliance

• Establish and implement health and safety policies to ensure a safe environment for colleagues and guests.
• Ensure adequate training is completed, ensuring colleagues are following all health and safety procedures such as handling hazardous materials, injury prevention, and emergency procedures.

5.      Reporting and continuous improvement

• Create a set of KPIs to use to monitor and improve performance
• Work alongside the HOD’s, to improve operational efficiency and quality in their respective departments
• Produce detailed reports and next steps from audits completed
• Prepare monthly and quarterly reports for the executive team with recommendations for improving standards
• Track data to highlight trends and areas of improvement
• Assessing, analyzing and collating environmental performance data and distributing information to internal, clients and regulatory bodies to include Ministry of Health.

Requirements:

Experience: at least 3-5 years of experience in quality assurance management role within the hospitality industry.

Education: Bachelor’s degree in Hospitality, Business management, or related field (preferred)

Skills:

• A deep understanding of the hotel operations and service standards
• A track record of delivering quality standards in the hotel industry
• Experience in implementing new process and structure to improve performance
• Experience in auditing practices and process improvement
• Strong communication skills with the ability to coach and motivate others
• Excellent analytical skills

Key Competencies:

• Attention to detail
• Leadership and teamwork
• Guest centric mindset
• Data driven decision making
• Adaptability and continuous improvement focus

 Working Environment

This role requires flexibility, as the Quality Assurance Manager will often need to work during peak times, including weekends and holidays, to ensure quality standards are consistently met. The job involves a combination of office based tasks and active monitoring throughout various hotel departments.