QUALITY MANAGER

Bbhotels Group; Milano; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading hospitality group in Milano is seeking a Quality Manager to oversee compliance with quality standards and manage the ISO 9001:2015 certification process. Responsibilities include supporting HR & Quality Director, analyzing KPIs, and training hotel teams to enhance service quality. The ideal candidate will have a degree in Economics and relevant experience in a quality management role, alongside strong communication and organizational skills. Join us to drive our commitment to excellence in hospitality.

Competenze

• At least 2 years of experience in a similar Quality Management role.
• Industry experience in Hospitality or Hotel Management is highly desirable.

Mansioni

• Oversee compliance with company quality standards.
• Serve as the point of contact between HQ and Hotels regarding Chain Standards.
• Manage the end-to-end ISO 9001:2015 certification process.

Conoscenze

Proactive Mindset

Attention to Detail

Team Collaboration

Effective Communication

Planning & Organization

Customer Orientation

Formazione

Degree in Economics or a related field

Master’s degree in Hospitality & Tourism or Business Administration

Strumenti

Microsoft Office Suite

Descrizione del lavoro

Are 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!

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.

KEY RESPONSIBILITIES:

• 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.) to drive guest retention.
• 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.

Your background

• Degree in Economics or a related field.
• Equivalent professional experience will be considered for candidates with different educational backgrounds.
• A Master’s degree in Hospitality & Tourism, Business Administration, or Strategic Management is a strong plus; other relevant specializations will also be considered.
• 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).

Your technical skills

• Excellent proficiency in English. Knowledge of additional languages will be considered a plus.
• Advanced proficiency in Microsoft Office Suite.
• Valid Category B driver’s license.
• Willingness to travel (nationally and/or internationally as required).
• Proactive Mindset: Ability to take initiative and proactively transform challenges into opportunities.
• Adaptability: Capacity to adapt to various contexts and situations to consistently achieve desired outcomes.
• Team Collaboration: Strong ability to work effectively within a team to reach shared objectives.
• Effective Communication: Ability to communicate clearly, timely, and effectively at all levels.
• Planning & Organization: Exceptional organizational and workload management skills.
• Customer Orientation: Strongly focused on meeting the needs of both internal and external stakeholders.
• Attention to Detail: Meticulous approach to ensuring quality and precision.
• Sound Judgment & Integrity: Ability to make common-sense decisions that align with and reflect corporate values.