Quality Lead – Corporate Office

About the role

We are looking for a Quality Lead to help our business support services deliver consistent standards to our hotels and guests. He/She will work within the Business Support Cluster to assess performance, resolve recurring issues and make improvements.

Key responsibilities

• Work with business units and support services to define clear, measurable quality and service standards.
• Establish a practical schedule of quality checks, reviews and follow‑up actions across relevant operations.
• Assess service delivery through observations, records, performance data and feedback from hotels and customers.
• Identify gaps between agreed standards and actual performance and present findings to responsible managers.
• Lead or support investigations into recurring complaints, defects, delays and service failures.
• Agree corrective actions with operational teams, assign owners and monitor whether changes solve the underlying issue.
• Help teams document procedures, checklists and service standards to ensure consistency.
• Support training and coaching on quality practices where errors or variations repeatedly occur.
• Track quality indicators and trends, highlighting emerging risks and improvement opportunities.
• Facilitate regular quality discussions with managers and encourage sharing of effective practices across the cluster.

Required profile

• Degree or diploma in Quality Management, Operations, Business Administration or a related field.
• Approximately 3–5 years’ experience in quality assurance, service improvement or operations.
• Experience working across several teams or business units is an advantage.
• Strong attention to detail, analytical ability and follow‑through.
• Ability to influence colleagues and turn findings into workable improvements.
• Clear written and verbal communication skills.
• Knowledge of Lean Six Sigma.
• An interest in and curiosity about AI, with a willingness to explore opportunities to improve standards, analysis and decision‑making.