Service Quality Executive

Quality & Service Executive

Responsible for maintaining and enhancing the overall guest experience by ensuring all hotel operations consistently meet brand standards for quality, service, cleanliness, and safety.

• Conduct regular property inspections to ensure compliance with brand SOPs, hygiene, safety, and service standards.
• Implement and monitor quality control processes for guest rooms, F&B outlets, public areas, and back‑of‑house.
• Maintain updated checklists, audit forms, and scoring systems for service quality.

• Monitor guest feedback channels and ensure timely, effective resolutions.
• Develop and deliver service excellence training programs for all staff.
• Drive initiatives to improve guest satisfaction scores (e.g., NPS, review ratings).

• Conduct service standard training and refresher sessions for all operational departments.
• Coach department heads and frontline staff on problem‑solving and guest recovery techniques.

• Work closely with Front Office, Housekeeping, F&B, and Maintenance to resolve recurring service issues.
• Support pre‑opening and re‑branding processes with quality control and service readiness assessments.

Education: Bachelor’s degree in Hospitality Management or related field.

Experience: Minimum 2 years in hotel operations with at least 1 year in a quality/service management role.

Industry: Strong preference for candidates with 3–5 star hotel experience.

• Proven track record in improving guest satisfaction metrics.
• Strong knowledge of hotel service standards, SOPs, and quality assurance frameworks.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem‑solving abilities.
• Proficient in MS Office and hospitality management systems (PMS, CRM, QA tools).
• Ability to work under pressure and manage multiple priorities.
• Fluent in English; additional languages are a plus.

Red Doorz is an ecosystem that benefits both travelers and stay partners. Customers enjoy a great experience across all properties at the best affordable prices, with standardized amenities such as free wifi, clean rooms, comfy beds, TV, and daily mineral water. Our mobile app allows users to book a room in a few steps, providing a safe and hassle‑free experience while earning loyalty points for future stays.