Ocean Coral Spring Quality Manager

Are you an expert in elevating service standards and driving continuous improvement in a luxury resort environment? Ocean Signature Hotels may be looking for you! Apply for the Quality Manager Today!!!

Ocean Signature Resorts – [Ocean Coral Spring & Ocean Eden Bay], Jamaica

Ocean Signature Resorts, an evolving brand aligned with the aspirational premium market and guided by our #FeelTheOcean philosophy, is seeking a dedicated and results-oriented Quality Manager to lead our commitment to excellence in Jamaica. This crucial role involves safeguarding our brand integrity and ensuring every guest experience is Beyond Everything.

The Role:The Quality Manager will be the driving force behind the resort's Quality Management System (QMS), leading initiatives to achieve world-class operational excellence and high-level certifications, such as Triple-A diamonds. You will be responsible for translating guest feedback and audit results into actionable strategies that uplift performance across all departments.

Key Responsibilities:

• Service Excellence & Accountability: Analyze and respond to critical guest feedback to correct non-conformities, with a specific focus on staff professionalism, communication, responsiveness, and conduct.
• Premium Service Integrity: Design and enforce rigorous standards for "Privilege" and "Butler" services to close the "Value Gap" and ensure premium offerings are consistently delivered as promised, mitigating brand damage from deceptive practices.
• Quality Management & Audits: Oversee and enhance the Quality Management System, including documentation control and process refinement, ensuring compliance and accurate record-keeping for training and complaint resolution.
• Complaint & Problem Recovery: Establish effective protocols for logging, follow-up, and closure of guest complaints across all involved departments to ensure issues are resolved, and brand trust is restored.
• Product and Logistical Improvements: Collaborate with the Food & Beverage Director and other operational leaders to improve product quality (e.g., gastronomy, amenities) and eliminate logistical failures (e.g., unfulfilled requests, luggage service).
• Strategic Alignment: Work with senior leadership to decouple sales processes (e.g., Premium Travel Club) from core guest service experiences to protect the brand image.

• Training & Development: Use analysis of negative comments and audit results as a base for departmental briefings and mandatory training sessions, focusing on customer service, cultural sensitivity, and professional boundaries.

Qualifications:

• Proven experience in Quality Management, preferably within the luxury hospitality sector.
• Strong analytical skills with the ability to turn complex data (guest surveys, audits) into clear, measurable action plans.
• Exceptional leadership and communication skills, with a focus on inspiring a commitment to continuous improvement.
• In-depth knowledge of Quality Management Systems and documentation standards.

If you are committed to upholding and advancing the standards of a premium resort brand and are ready for a challenging yet rewarding role, we invite you to apply. 

#FeelTheOcean