Quality Manager

The Quality Manager will champion service excellence across travel and tourism operations. This role establishes, implements and monitors quality-assurance policies to ensure compliance with industry standards and guest-satisfaction goals. The Quality Manager conducts audits, analyses guest feedback and performance data, recommends process improvements, coordinates staff training and prepares quality reports for executive management.

• Lead quality management initiatives and develop policies that ensure service excellence and guest satisfaction across all departments.
• Conduct regular on-site audits to assess compliance with service standards, health, safety and hygiene regulations.
• Analyse guest feedback, online reviews and satisfaction surveys to identify areas for service improvement and track corrective actions.
• Recommend process improvements to increase efficiency and maintain the highest levels of hospitality.
• Collaborate with department heads to train employees in quality standards, continuous improvement and emotional intelligence.
• Prepare quality performance reports for executive management and ensure alignment with global tourism certifications (e.g., ISO, sustainability).

• Bachelor's degree in Tourism Management, Hospitality Management, Business Administration or a related field.
• Minimum of 3-5 years of progressive experience in quality management or operations within the hospitality and tourism industry.
• Excellent analytical, problem-solving and communication skills with strong leadership and a passion for delivering memorable guest experiences.
• Certifications in Quality Management, ISO standards or Six Sigma are a distinct advantage.
• Fluency in English; additional languages, particularly in key guest demographics, are highly preferred.
• Experience Required: 3-5 years of progressive experience in quality management/operations within the hospitality and tourism industry.
• Education Required: Bachelor's degree in Tourism Management, Hospitality Management, Business Administration or related field.
• Languages Required: Fluency in English; additional languages preferred.

Confidential client in Travel and Tourism. The employer’s name is kept confidential at this stage.