Quality Surveyor Manager

Position Summary:

The Quality Surveyor Manager in the hospitality sector is responsible for ensuring and maintaining high-quality standards across all aspects of the hospitality establishment. They oversee the implementation of quality assurance programs, conduct inspections and audits, provide guidance to maintain excellence in service and facility standards, and ensure compliance with regulations and industry standards. The Quality Surveyor Manager plays a crucial role in enhancing guest satisfaction and ensuring a consistent and exceptional guest experience.

Key Responsibilities:

1. Quality Assurance:
   • Develop and implement comprehensive quality assurance programs and policies to maintain high service and facility standards.
   • Conduct regular inspections and audits of various areas, including guest rooms, public areas, food and beverage outlets, and operational processes.
   • Identify areas for improvement and provide recommendations to enhance quality and operational efficiency.
   • Monitor and ensure compliance with brand standards, industry regulations, and legal requirements.
2. Quality Training and Communication:
   • Develop and deliver training programs to educate staff on quality standards, service excellence, and compliance requirements.
   • Communicate quality objectives and standards to employees, fostering a culture of quality consciousness throughout the organization.
   • Provide guidance and support to department heads and staff members to address quality-related issues and implement best practices.
3. Guest Satisfaction:
   • Monitor and analyze guest feedback, reviews, and ratings to identify areas for improvement.
   • Collaborate with relevant departments to address guest concerns, complaints, and suggestions promptly and effectively.
   • Develop strategies to enhance guest satisfaction and ensure a consistent and exceptional guest experience.
4. Vendor Management:
   • Evaluate and select vendors, suppliers, and contractors based on quality and performance criteria.
   • Establish and maintain strong relationships with vendors to ensure the delivery of quality products and services.
   • Conduct regular vendor audits to assess compliance with quality standards and contractual agreements.
5. Data Analysis and Reporting:
   • Collect and analyze quality-related data to identify trends, patterns, and areas for improvement.
   • Prepare regular reports on quality performance, highlighting key findings and recommendations for management.
   • Present data and insights to relevant stakeholders and participate in management meetings to discuss quality-related matters.
6. Continuous Improvement:
   • Stay updated on industry trends, emerging technologies, and best practices in quality management.
   • Continuously assess and improve quality assurance processes and systems to optimize efficiency and effectiveness.
   • Collaborate with cross-functional teams to implement quality improvement initiatives and drive a culture of continuous improvement.

     Other Specification

     Qualifications and Skills:

     • Bachelor’s degree in Hospitality Management, Quality Management, or a related field. A master’s degree is preferred.
     • Proven experience in quality assurance or quality management, preferably in the hospitality sector.
     • In-depth knowledge of quality assurance methodologies, tools, and best practices.
     • Strong analytical and problem-solving skills, with the ability to interpret data and make actionable recommendations.
     • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
     • Attention to detail and a high level of accuracy in conducting inspections and audits.
     • Familiarity with industry quality standards, regulations, and compliance requirements.
     • Proficiency in using quality management software and tools.