Quality Manager

Key Responsibilities

1. Quality Management System

• Develop and implement quality assurance policies and procedures.
• Monitor and evaluate service quality across tourism services such as accommodations, tours, transportation, and customer support.
• Ensure compliance with international tourism and hospitality standards.

2. Service Quality Monitoring

• Conduct regular quality audits of services and facilities.
• Analyze customer feedback, reviews, and satisfaction surveys.
• Identify areas for service improvement and implement corrective actions.

3. Customer Experience Improvement

• Develop strategies to enhance guest satisfaction and service excellence.
• Handle quality-related customer complaints and ensure timely resolution.
• Monitor online reviews and reputation management platforms.

4. Training and Staff Development

• Train employees on quality standards, customer service excellence, and operational procedures.
• Promote a culture of quality awareness and continuous improvement.

5. Compliance and Standards

• Ensure compliance with tourism regulations, safety standards, and certifications (e.g., ISO, sustainability certifications).
• Maintain documentation related to quality policies and procedures.

6. Performance Analysis

• Track key performance indicators (KPIs) related to service quality.
• Prepare quality performance reports for management.
• Recommend process improvements to increase efficiency and service standards.

• Bachelor’s degree in Tourism Management, Hospitality Management, Business Administration, or Veterinary medicine
• Certification in Quality Management or ISO standards is an advantage.
• 3–5 years of experience in quality management or operations in the tourism/hospitality industry.