Quality Manager, Alexandria
Role Summary
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.
Key Responsibilities
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).
Requirements
Requirements
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.