Manager, Quality

( 20870 ) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion.

The Manager, Quality is responsible for leading One&Only Moonlight Basin's quality improvement efforts to enhance operational excellence, guest satisfaction, and employee engagement and, in turn, improve overall organizational performance. They will serve as a partner to all leaders and colleagues across the property to implement iniatives, monitor performance, and support a culture of continuous improvement.

• Lead the Resort’s Total Quality Management (TQM) and Continuous Improvement programs, driving a culture of operational excellence
• Build organizational commitment, ownership, and engagement for quality initiatives at all levels
• Ensure quality initiatives are properly documented, tracked, measured, evaluated, and communicated
• Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned, ensuring alignment with business objectives and organizational priorities
• Conduct regular quality reviews, audits, and follow-ups, confirming whether standards are being consistency maintained
• Monitor, analyze, and communicate key quality performance indicators, including Guest Satisfaction Surveys, Employee Engagement Surveys, Guest Incident Reports, etc.
• Maintain complete awareness of current quality performance levels, proactively identifying opportunities, risks, and areas for improvement, while ensuring effective communication across the organization
• Prepare and present monthly, quarterly, and annual quality reports, providing leadership with clear insights, recommendations, and progress against goals
• Communicate quality initiatives, achievements, practices, and lessons learned to management and colleagues to strengthen transparency and accountability
• Develop and publish quality-related communications, including newsletters, quality updates, recognition programs, and awareness materials
• Perform additional responsibilities as assigned by the Resort Manager or other members of management

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field, or the equivalent of professional experience
• Minimum of 3 years of experience in Quality Management or a related discipline
• Previous management experience within a luxury hospitality environment
• Previous operational experience with a strong understanding of hotel operations, service standards, guest experience, and the interdependencies between departments and functions
• Proficient in Microsoft Office Suite and systems used to collect, analyze, track, and report performance data
• Demonstrated experience developing, implementing, and managing quality improvement initiatives through implementation and evaluation
• Proven experience…