Quality Manager /インターコンチネンタルホテル大阪

Position Overview

The Quality Manager is responsible for driving the Quality and Continuous Improvement culture of the hotel, ensuring brand-defining guest experiences in line with InterContinental standards. This role partners closely with the General Manager and hotel leadership team to achieve Winning Metrics targets, enhance guest satisfaction, and ensure full compliance with brand requirements.

Key Responsibilities

Lead and promote a strong Quality and Continuous Improvement culture across the hotel

Partner with the General Manager, Heads of Departments, and Operations teams to improve guest experience and quality performance

Champion quality metrics and embed effective communication and ways of working across departments

Analyse guest feedback and quality data from systems such as Medallia, IHG Heartbeat, employee surveys, online reviews, and financial reports

Identify root causes of quality or service issues and collaborate with teams to develop and implement sustainable solutions

Coordinate brand audits, quality evaluations, and follow-up action plans

Ensure compliance with brand standards and report non-compliance issues to the General Manager

Lead and coordinate Guest Love meetings, Hotel Experience Committees, and Service Excellence Committees

Prepare and present monthly quality and performance reports to the General Manager

Work closely with Human Resources to support training initiatives, onboarding, and IHG University administration

Communicate best practices and process improvements across the hotel and with IHG sister properties

Support task forces and provide operational support to sister hotels when required

Day-to-Day and Periodic Activities

Participate in daily operations meetings and share relevant quality and performance data

Monitor guest feedback and online reviews, including negative reviews, and ensure timely follow-up in line with brand standards

Maintain visibility on the floor and engage directly with guests to gather feedback

Share Winning Metrics and positive guest feedback with leadership and departments on a weekly basis

Conduct internal monthly audits and coach managers on quality standards

Coordinate quarterly quality self-evaluations and annual on-site or virtual quality evaluations

Execute quarterly and annual quality action plans

Qualifications and Experience

Bachelor’s degree or higher in Hotel Management, Business Management, or a related field

Minimum of 2–3 years of hotel operations experience

Experience in process improvement or continuous improvement projects is highly desirable

Strong analytical, problem-solving, leadership, and communication skills

Ability to influence stakeholders at all levels and manage multiple priorities

Knowledge of IHG brands and loyalty programs is an advantage

Flexibility to work evenings, weekends, and public holidays as required

Fluent Japanese and English speaking is required