Quality Assurance Manager

Job Description

A people-focused approach drives this business, with culture forming the foundation of exceptional guest experiences. The Quality Manager role requires someone who values creating an empowering environment, inspires teams to perform at their best, and ensures consistently memorable experiences for every guest.

Key Responsibilities

• Ensure all departments comply with IHG brand standards and maintain consistent quality.
• Conduct internal audits and brand assessments, then develop and implement action plans for improvement.
• Review guest feedback and quality metrics to identify trends and drive ongoing enhancements in service delivery.
• Provide training, coaching, and support to colleagues to strengthen service culture and uphold brand values.
• Work closely with leadership teams to maintain operational consistency and achieve high levels of guest satisfaction.

Skill & Experience

• 3–5 years of experience in quality management, brand compliance, or guest experience within the hospitality industry.
• Background in luxury or lifestyle hospitality environments.
• Experience in a resort setting is a plus.
• Solid understanding of quality management systems and brand standards.
• Excellent communication and interpersonal skills, with the ability to engage, influence, and motivate diverse teams.
• Proven ability to work independently, handle multiple priorities, and meet deadlines effectively.
• Strong analytical skills with the ability to interpret quality data and performance metrics.
• Genuine passion for hospitality and a commitment to delivering exceptional guest experiences.
• Relevant certifications or qualifications in Quality Management are an advantage.