About the Role
As the Quality Continuous Improvement (QCI) Manager, you will lead the resort’s culture of excellence by driving compliance with IHG Brand Standards, Resort Standards, and Safety Regulations. You will oversee all aspects of Guest Experience, Service Quality, and Workplace Safety, ensuring that the resort consistently delivers luxury service with the highest standards of safety, comfort, and satisfaction.
This role combines strong analytical, operational, and leadership capabilities—ideal for a strategic professional passionate about guest satisfaction, process improvement, and a culture of safety and care.
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Key Responsibilities
Quality & Continuous Improvement
• Oversee implementation of IHG Brand Standards, Brilliant Basics, and HeartBeat metrics to improve guest experience and colleague engagement.
• Drive training and awareness sessions to maintain consistent service delivery and quality compliance.
• Facilitate service and process improvement projects and ensure timely action on guest experience insights.
• Lead and promote a culture of quality and continuous improvement across all departments.
• Collaborate with department heads to develop corrective actions and monitor progress through follow- up evaluations and reports.
• Analyze data from HeartBeat, guest feedback, and audits to identify trends, root causes, and improvement opportunities.
Safety & Risk Management
• Ensure full compliance with IHG Safety Standards, HACCP, Fire Life Safety, and local government regulations.
• Partner with Engineering, Security, and relevant departments to rectify hazards and strengthen safety culture.
• Maintain the Resort’s Crisis Management and Fire Life Safety plans; facilitate regular training and drills.
• Maintain accurate safety records, conduct inspections, and ensure swift corrective actions are taken.
• Lead and coordinate the resort’s safety audits, risk assessments, and incident investigations.
Leadership & Collaboration
• Work closely with the Executive Committee and General Manager to align improvement and safety initiatives with business goals.
• Coach and mentor teams to sustain high standards of quality and accountability.
• Represent the resort during IHG audits, government inspections, and brand evaluations.
• Foster inter- departmental collaboration and communicate progress on key performance metrics.
