Quality Manager

Job Description

Summary :

The Quality Manager ensures that the hotel consistently meets the highest levels of service excellence and operational quality as defined by Banyan Tree’s brand, Forbes Travel Guide (FTG), and LQA (Leading Quality Assurance). This position focuses on maintaining the luxury standards of the hotel, conducting operational audits, overseeing compliance, and driving continuous improvements across all guest services.

Responsibilities :

1. Brand & Quality Standards Compliance :
   Ensure all hotel operations align with Banyan Tree’s luxury brand standards, Forbes Travel Guide (FTG) Five-Star guidelines, and LQA requirements.
   Monitor compliance with global luxury standards in all service areas, including front office, guest services, food & beverage, housekeeping, wellness, and facilities.
   Develop and implement action plans for compliance with new or updated standards from Forbes, LQA, and Banyan Tree.
2. Operational Audits and Assessments :
   Conduct meticulous internal audits and mystery guest assessments to evaluate the hotel’s compliance with Forbes, LQA, and Banyan Tree standards.
   Analyze operational performance data, identify areas of opportunity for refinement, and provide detailed reports to senior management, outlining areas of success and areas requiring improvement.
   Lead external audits from Forbes and LQA, meticulously coordinating preparations for annual evaluations and ensuring that the hotel meets or exceeds all criteria set forth.
3. Training and Development :
   Champion a culture of continuous learning, offering opportunities that consistently reinforce the hotel’s commitment to exemplary service and operational standards. Ensure that all staff members understand and embrace the nuances of the Forbes, LQA, and Banyan Tree service excellence guidelines.
   Inspire a culture of service excellence, motivating employees to continually surpass guest expectations and elevate the guest experience.
4. Guest Experience Enhancement :
   Regularly review and analyze guest feedback, online reviews, and direct communications to assess the hotel’s alignment with the distinguished standards set by Forbes and LQA.
   Collaborate with all departments to identify potential areas of improvement, swiftly implementing corrective actions in response to guest feedback to ensure the highest satisfaction levels.
5. Brand Integration & Consistency :
   Ensure that every element of the hotel’s branding—including guest communication, interior design, and service interactions—reflects the core values and identity of the Banyan Tree brand, adhering to the highest luxury standards.
   Work closely with the marketing team to ensure that all public-facing materials maintain consistency in messaging and visual identity, aligning seamlessly with the brand’s prestige.
6. Performance Metrics & Reporting :
   Monitor key performance indicators (KPIs) related to service quality, guest satisfaction, and operational efficiency, ensuring that the hotel consistently achieves exceptional ratings from Forbes and LQA.
   Compile and present comprehensive reports on compliance, detailing action plans for any identified areas requiring improvement, ensuring alignment with the highest standards of luxury hospitality.

Qualifications

1. A minimum of 5–7 years of experience in luxury hotel operations, with at least 3 years in a quality assurance or compliance-focused role within a high-end hospitality environment.
2. Proven experience in managing and overseeing operational audits, assessments, and compliance programs, particularly in adherence to prestigious standards such as Forbes Travel Guide and LQA.
3. Strong experience in monitoring guest satisfaction and handling guest feedback, with a focus on continuous improvement and operational refinement.
4. Prior experience working in a senior operational or managerial position within a luxury hotel or resort, with a deep understanding of all facets of hotel operations, including front office, food and beverage, housekeeping, wellness, and guest services.
5. In-depth knowledge of luxury service standards, including those set by Forbes Travel Guide, LQA, and other high-end hospitality organizations.
6. Exceptional analytical skills with the ability to identify opportunities for improvement, generate actionable insights, and develop strategic action plans.
7. Strong communication skills, with the ability to effectively train and motivate teams, present reports, and engage with senior management.
8. Proficiency in relevant software tools for data analysis, reporting, and performance tracking.
9. Strong leadership capabilities, with the ability to influence and inspire teams to maintain the highest levels of service quality and operational excellence.

Additional Information

As part of our commitment to your growth and success, we ensure you receive the necessary support, training, and leadership throughout your journey with us. You'll have the opportunity to participate in training and development programs aimed at honing your skills and enhancing your expertise in luxury hospitality space.