• Develop, implement, and oversee quality management systems and procedures in accordance with ISO standards and organisational requirements
• Conduct regular audits, inspections, and assessments to identify non-conformities and areas for improvement
• Analyse quality data and metrics to identify trends, root causes, and opportunities for process optimisation
• Analyse guest feedback and quality metrics to identify trends and drive continuous improvement in service delivery.
• Provide training, coaching, and guidance to colleagues to reinforce service culture and brand values.
• Lead root cause analysis investigations and implement corrective and preventative actions (CAPA)
• Manage quality documentation, records, and compliance files to ensure regulatory adherence
• Provide training and induction to staff on quality standards, procedures, and best practices
• Collaborate with department heads and operational teams to establish quality objectives and performance targets
• Prepare comprehensive quality reports and present findings to senior management
• Monitor supplier and vendor performance to ensure compliance with quality specifications
• Maintain and update quality policies, work instructions, and standard operating procedures
• Conduct management reviews and facilitate continuous improvement initiatives
• Ensure timely resolution of quality issues and customer complaints

Qualifications

**Required Skills and Experience: **

• 3–5 years’ experience in a quality, brand compliance, or guest experience role within the hospitality industry.
• Relevant certifications or qualifications in Quality Management are an advantage.
• Experience in luxury and lifestyle hospitality environments.
• Strong analytical and problem-solving capabilities with proficiency in root cause analysis methodologies
• Excellent organisational skills with the ability to manage multiple priorities and deadlines
• Experience in luxury and lifestyle hospitality environments.
• Strong analytical skills with the ability to interpret quality data and performance metrics.
• Resort experience is an added advantage.
• Strong analytical skills with the ability to interpret quality data and performance metrics.
• A genuine passion for hospitality and a strong commitment to guest satisfaction.
• Proficiency in data analysis and quality management software/systems
• Demonstrated leadership and people management experience
• Strong written and verbal communication skills in English
• Comprehensive understanding of audit procedures and compliance requirements
• Experience in developing and implementing quality improvement programmes

**Desirable Skills and Experience: **

• Background in the hospitality, resort, or service industry
• Knowledge of industry-specific quality standards and regulations
• Experience with continuous improvement methodologies (Lean, Six Sigma)
• Certification in quality management or related field
• Experience in training and mentoring staff on quality matters
• Familiarity with customer satisfaction measurement and feedback systems