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Ocean Coral Spring Quality Manager

St. Ann / St. James / Trelawny
Not disclosed
Not disclosed
Updated 20/05/2026

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.

How to Apply If you are ready to bring your expertise to a dynamic and expanding hotel chain, please follow link to submit your resume and cover letter for consideration.

talento.oceanbyh10.com

#FeelTheOcean

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Answer these quick questions

Do you have direct experience managing quality assurance in a luxury resort or high-end hotel, and are you familiar with industry standards such as AAA Diamond ratings or equivalent world-class certifications?

What is your experience with formal Quality Management Systems (QMS), and how have you used processes like documentation control and internal audits to drive continuous operational improvement across various departments (e.g., F&B, Guest Service)?

Provide an example of how you have successfully translated critical negative guest feedback (from surveys or complaints) into measurable, cross-departmental action plans to improve service integrity, specifically regarding premium offerings like Butler or Privilege services.