Quality Manager

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor,
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Key Responsibilities

1. Quality Management System

• Develop and implement quality assurance policies and procedures.
• Monitor and evaluate service quality across tourism services such as accommodations, tours, transportation, and customer support.
• Ensure compliance with international tourism and hospitality standards.

2. Service Quality Monitoring

• Conduct regular quality audits of services and facilities.
• Analyze customer feedback, reviews, and satisfaction surveys.
• Identify areas for service improvement and implement corrective actions.

3. Customer Experience Improvement

• Develop strategies to enhance guest satisfaction and service excellence.
• Handle quality-related customer complaints and ensure timely resolution.
• Monitor online reviews and reputation management platforms.

4. Training and Staff Development

• Train employees on quality standards, customer service excellence, and operational procedures.
• Promote a culture of quality awareness and continuous improvement.

5. Compliance and Standards

• Ensure compliance with tourism regulations, safety standards, and certifications (e.g., ISO, sustainability certifications).
• Maintain documentation related to quality policies and procedures.

6. Performance Analysis

• Track key performance indicators (KPIs) related to service quality.
• Prepare quality performance reports for management.
• Recommend process improvements to increase efficiency and service standards.

• Bachelor’s degree in Tourism Management, Hospitality Management, Business Administration, or Veterinary medicine
• Certification in Quality Management or ISO standards is an advantage.
• 3–5 years of experience in quality management or operations in the tourism/hospitality industry.