Responsibilities
I will perform the following relevant tasks for this role:
* Lead and manage the hotel’s quality function, ensuring compliance with LQA and internal brand standards across all departments
* Define, monitor, and drive achievement of quality goals, ensuring they are measurable and aligned with SMART objectives
* Conduct daily, monthly, and ad hoc audits; analyze defect trends and implement corrective actions
* Organise and lead monthly quality meetings, internal audits, and continuous improvement initiatives
* Train and coach teams on quality standards, audit processes, and adoption of best practices
* Manage quality tools and platforms (e.g., LQA, guest feedback systems), including training and performance tracking
* Communicate key satisfaction drivers, audit results, and improvement actions regularly to department leaders
* Support department heads in enhancing operational standards, procedures, and service delivery
* Oversee the end‑to‑end guest experience, ensuring high levels of satisfaction across all touchpoints
* Manage guest feedback, including online platforms, surveys, and direct communication
* Respond to guest complaints and inquiries within 24 hours and ensure timely resolution
* Conduct regular analysis of guest satisfaction and implement corrective and preventive actions
* Work cross‑functionally with all operational departments to ensure seamless guest journeys, including arrivals and departures
* Address service gaps and resolve critical guest issues promptly
* Act as Duty Manager when required, including supervising and scheduling Duty Managers
* Maintain strong communication with the Group Managing Director and Hotel Manager
* Participate in daily briefings and weekly Heads of Department (HoD) and Executive Committee (ExCom) meetings; prepare agendas and minutes
* Assist leadership in implementing company best practices and operational improvements
* Ensure alignment of service delivery with brand standards and company philosophy
* Oversee and coordinate training across all departments, including quality, service, and emergency response training
* Coach team members (“hosts”) on service excellence and quality standards on an ongoing basis
* Ensure continuous development of staff to maintain and exceed performance benchmarks
* Manage executive office administrative tasks, including correspondence, reports, filing systems, and documentation
* Prepare meeting materials, agendas, minutes, and routine communications
* Handle incoming communications, route inquiries, and support leadership with administrative processes
* Maintain accurate records and ensure proper documentation in line with company procedures
* Act as a member of the emergency response team, ensuring guest and employee safety
* Support implementation of health, safety, and crisis management plans (including pandemic protocols)
* Demonstrate exemplary behaviour in line with the hotel’s philosophy, standards, and brand values
* Maintain thorough knowledge of all hotel facilities, services, room categories, and operational procedures
* Ensure smooth coordination across departments to meet guest and operational needs
* Perform any additional duties as assigned by management
Qualifications
* Minimum bachelor’s degree in Hospitality or Business
* More than one year’s experience in a similar role in luxury hotels
* Advanced MS Office skills (Word, Excel, PowerPoint, Outlook)
* Familiarity with hotel systems (MICROS, POS platforms)
* Excellent written and spoken English; some knowledge of local language and customs
* Knowledge of Six Senses guidelines, rules, regulations, brand and operating standards
* Strong organisational skills and ability to work in a cross‑cultural environment
* Intuitive sense of product and service quality with a passion for excellence
Remarks
Specific days and timing are based on business needs, seasonality and local labour laws. The role requires standing and walking for extended periods and some heavy lifting of materials up to 30 lb (localise weightage). It is dynamic and may change to meet operational requirements.
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