Quality Manager
Role Overview
Responsible for implementing property-level quality assurance processes that meet the company mission and brand standards, address customer needs, support employee satisfaction, and promote continuous improvement.
Champions the Quality function and builds support for change.
Key Skills for This Role
Full Job Posting
Role summary
Responsible for implementing property-level quality assurance processes that meet the company mission and brand standards, address customer needs, support employee satisfaction, and promote continuous improvement.
Champions the Quality function and builds support for change.
Education and experience
- Option one: a two-year degree in business administration, hotel and restaurant management, or a related major, plus three years of related professional experience.
- Option two: a four-year bachelor’s degree in business administration, hotel and restaurant management, or a related major, plus one year of related professional experience.
- Related experience may include guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
Quality assurance and improvement
- Coach managers on adopting the Total Quality Management leadership style and conduct monthly audits for company and brand standards compliance.
- Make and execute decisions that advance property goals; direct quality efforts toward critical customer requirements.
- Assist with regional or company-wide implementation of best practices.
- Facilitate process improvement teams and ensure systematic, measurable improvement.
- Train management in quality sciences and align management practices with quality tools.
- Collect, display, track, and analyze defect trends; analyze issues and identify trends.
- Communicate key drivers of guest satisfaction for the brand’s target customer.
Guest experience
- Review guest feedback with the leadership team and ensure appropriate corrective action.
- Respond to and handle guest problems and complaints.
- Remain visible and interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
- Model service behaviors that meet or exceed guest expectations.
Position details
- Full-time management position at a St. Regis property in Bengaluru, India.
- The posting states that the position is not remote.
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