QUALITY MANAGER

ppAre you a champion of excellence with an eye for detail? Don’t miss this opportunity, apply today for the Quality Manager position and lead our commitment to perfection! /p pFixed-term or permanent contract to be evaluated. /p pThe Quality Manager is responsible for overseeing compliance with company quality standards, ensuring that these parameters remain at a high level and continue to evolve. /p h3KEY RESPONSIBILITIES: /h3 ul liProvide direct support to the HR Quality Director. /li liServe as the primary liaison and point of contact between HQ and Hotels regarding all Chain Standards Quality matters. /li liOversee and monitor Chain Quality Standards by analyzing KPIs from TrustYou (TY) and Booking.com, proposing corrective measures through targeted action plans. /li liLead the setup, launch, implementation, and maintenance of the ISO 9001:2015 certification and other quality regulations, acting as the main interface between external consultants and HQ. /li liManage the end-to-end ISO 9001:2015 certification process for all stakeholders (HQ and Hotels), including subsequent monitoring and performance improvement. /li liGenerate documented reports and archives for Hotel Audits, outlining specific action plans to be implemented by the properties within 30 days. /li liPerform daily review analysis, collaborating with Hotel Managers (HM) and Area Managers (AM) to identify root causes of guest dissatisfaction, while coordinating with Customer Service on commercial recovery actions (vouchers, refunds, discount codes, etc.) to drive guest retention. /li liAdvise Hotel Managers on concrete actions to resolve or mitigate issues highlighted in reviews, fostering awareness of the importance of continuous training (for HMs and their staff) to drive improvement and meet corporate goals. /li liEnsure timely responses to all reviews with scores between 10 and 60 in collaboration with various teams, maintaining response rates in line with annual targets. /li liDevelop and implement comprehensive weekly/monthly reporting (TrustYou/Booking trends, negative reviews, Cockpit, Phone Surveys, etc.) with the Department and Customer Service teams, ensuring final Action Plans are shared with HMs and AMs to reach annual chain objectives. /li liManage content creation, testing, review, and implementation of Training Web App modules and related international projects. /li liManage user access and activation for the Training Web App for all new hotel hires. /li liTake specific ownership of cleanliness standards across all BB HOTELS Italia properties; identify necessary tools and strategies to drive continuous improvement and monitor progress toward achieving annual departmental goals. /li liContribute to the drafting of corporate procedures, recommending enhancements and participating in cross-functional projects dedicated to chain-wide continuous improvement. /li liTrain, direct, and mentor interns and active team members within the Quality Department. /li liOversee the maintenance and updates of departmental files, training manuals, and reporting suites within the shared drive and Training Web Apps. /li liActively participate in the development of international projects related to Quality Assurance and Group standards. /li /ul h3Your background /h3 ul liDegree in Economics or a related field. /li liEquivalent professional experience will be considered for candidates with different educational backgrounds. /li liA Master’s degree in Hospitality Tourism, Business Administration, or Strategic Management is a strong plus; other relevant specializations will also be considered. /li liAt least 2 years of experience in a similar Quality Management role. /li liIndustry experience in Hospitality, Hotel Management, or Retail is highly desirable (considered a plus). /li /ul h3Your technical skills /h3 ul liExcellent proficiency in English. Knowledge of additional languages will be considered a plus. /li liAdvanced proficiency in Microsoft Office Suite. /li liValid Category B driver’s license. /li liWillingness to travel (nationally and/or internationally as required). /li liProactive Mindset: Ability to take initiative and proactively transform challenges into opportunities. /li liAdaptability: Capacity to adapt to various contexts and situations to consistently achieve desired outcomes. /li liTeam Collaboration: Strong ability to work effectively within a team to reach shared objectives. /li liEffective Communication: Ability to communicate clearly, timely, and effectively at all levels. /li liPlanning Organization: Exceptional organizational and workload management skills. /li liCustomer Orientation: Strongly focused on meeting the needs of both internal and external stakeholders. /li liAttention to Detail: Meticulous approach to ensuring quality and precision. /li liSound Judgment Integrity: Ability to make common-sense decisions that align with and reflect corporate values. /li /ul /p #J-18808-Ljbffr