Years of Experience: Minimum 4 years in quality management
Work Schedule: 9:00am – 6:00pm, 5 days a week (with flexibility for audits, weekends, or emergencies)
Benefits: HMO, One meal per day, Service charge, Communication allowance

Job Summary

The Quality Manager oversees the implementation, monitoring, and continuous improvement of all operational standards and SOPs across the resort. This role ensures that departments meet Ziba’s service expectations, identifies gaps, enforces corrective actions, and maintains high levels of guest satisfaction through structured quality controls.

Key Responsibilities

• Quality Assurance & SOP Compliance

  • Ensure all departments strictly follow established SOPs and service standards.
  • Conduct daily, weekly, and monthly quality audits across rooms, housekeeping, front office, bar/restaurant, experiences, and facility areas.
  • Identify process gaps and recommend corrective actions.
  • Develop new SOPs in collaboration with department heads when needed.
  • Ensure departments maintain proper documentation and quality logs.
• Guest Experience & Feedback Management
  • Monitor guest reviews, surveys, and feedback across all platforms (Google, OTA sites, WhatsApp, on-site forms).
  • Analyze feedback trends and share actionable recommendations.
  • Conduct follow-up checks on guests with prior complaints to ensure satisfaction.
  • Collaborate with teams to immediately resolve guest experience issues.
• Operational Excellence & Continuous Improvement
  • Lead internal checks on room readiness, cleanliness, safety standards, and facility maintenance.
  • Ensure daily operational checklists are completed and verified.
  • Track recurring issues and work with teams to eliminate root causes.
  • Maintain high standards of hygiene, safety, and facility presentation across the resort.
• Training & Staff Development
  • Train team members on quality expectations, SOP compliance, and guest service standards.
  • Facilitate refreshers or retraining when lapses are identified.
  • Ensure new staff receive full onboarding on quality protocols.
• Reporting & Accountability
  • Prepare daily quality reports and escalate urgent issues immediately.
  • Submit weekly and monthly summary reports to the Managing Director.
  • Monitor corrective actions and ensure full implementation by department heads.
  • Document non-compliance cases and recommend disciplinary measures when required.
• Risk, Safety & Compliance
  • Conduct periodic safety audits to ensure compliance with health and safety standards.
  • Identify operational risks and recommend mitigation steps.
  • Ensure all areas meet environmental, safety, and guest security standards.

Job Attributes / Competencies

• Strong attention to detail and high personal standards
• Excellent communication and interpersonal skills
• Ability to enforce rules with firmness and fairness
• Problem-solving and analytical mindset
• High integrity and professionalism
• Ability to work independently with minimal supervision
• Strong knowledge of hospitality operations (advantage)
• Ability to train and influence teams effectively