Quality Assurance & Guest Experience Manager
Ziba Beach Resort is seeking a Quality Assurance & Guest Experience Manager to own service standards, guest experience consistency, and SOP development across the resort.
This is a strategic, hands-on quality role, not an operations or supervisory position. The ideal candidate understands hospitality, service excellence, and how to translate brand promise into daily experience — without increasing headcount or creating bureaucracy.
Key Responsibilities
- Develop, document, and continuously improve SOPs across all departments
- Define and uphold guest experience and service quality standards
- Conduct regular service quality checks and experience walkthroughs
- Train and coach teams on service delivery and hospitality standards
- Review guest feedback and identify experience improvement opportunities
- Work closely with Operations and Guest Experience teams to improve consistency
- Prepare quality insights and reports for management
Requirements
- 4–6 years’ experience in hospitality quality, guest experience, or service excellence
- Strong SOP writing and documentation skills
- Solid understanding of hospitality service standards
- Training and coaching experience
- Resort or hotel experience is a strong advantage
Key Attributes
- Detail-oriented and quality-driven
- Guest-centric mindset
- Observant, analytical, and structured
- Collaborative (not punitive or authoritarian)
- Passion for hospitality and service excellence
Method of Application
Interested and qualified candidates should apply using the Apply Now button below.