Head of Customer Support & Quality Assurance

Don’t miss this opportunity, apply today for the Quality Manager position and lead our commitment to perfection!
Fixed-term or permanent contract to be evaluated.
The Quality Manager is responsible for overseeing compliance with company quality standards, ensuring that these parameters remain at a high level and continue to evolve.
Provide direct support to the HR & Quality Director.
Serve as the primary liaison and point of contact between HQ and Hotels regarding all Chain Standards & Quality matters.
Oversee and monitor Chain Quality Standards by analyzing KPIs from TrustYou (TY) and Booking.com, proposing corrective measures through targeted action plans.
Lead 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.
Manage the end-to-end ISO 9001:2015 certification process for all stakeholders (HQ and Hotels), including subsequent monitoring and performance improvement.
Generate documented reports and archives for Hotel Audits, outlining specific action plans to be implemented by the properties within 30 days.
Perform 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.) Advise 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.
Ensure timely responses to all reviews with scores between 10 and 60 in collaboration with various teams, maintaining response rates in line with annual targets.
Develop 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.
Manage content creation, testing, review, and implementation of Training Web App modules and related international projects.
Manage user access and activation for the Training Web App for all new hotel hires.
Take specific ownership of cleanliness standards across all B&B HOTELS Italia properties; identify necessary tools and strategies to drive continuous improvement and monitor progress toward achieving annual departmental goals.
Contribute to the drafting of corporate procedures, recommending enhancements and participating in cross-functional projects dedicated to chain-wide continuous improvement.
Train, direct, and mentor interns and active team members within the Quality Department.
Oversee the maintenance and updates of departmental files, training manuals, and reporting suites within the shared drive and Training Web Apps.
Actively participate in the development of international projects related to Quality Assurance and Group standards.
A Master’s degree in Hospitality & Tourism, Business Administration, or Strategic Management is a strong plus; At least 2 years of experience in a similar Quality Management role.
Industry experience in Hospitality, Hotel Management, or Retail is highly desirable (considered a plus).
Excellent proficiency in English. Knowledge of additional languages will be considered a plus.
Advanced proficiency in Microsoft Office Suite.
Willingness to travel (nationally and/or internationally as required).
Planning & Organization: Exceptional organizational and workload management skills.
Meticulous approach to ensuring quality and precision.