Manager, Quality

Job Summary

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 initiatives, monitor performance, and support a culture of continuous improvement.

Key Duties & Responsibilities

• 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
• Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned, ensuring alignment with business objectives and organizational priorities
• 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

Skills, Experience, & Educational Requirements

• 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 analyzing performance metrics, guest satisfaction data, and employee engagement results to drive business outcomes
• Ability to collaborate and contribute effectively and efficiently across all levels of the organization
• Willingness to work flexible hours, including evenings, weekends, and holidays

Benefits

• Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)
• Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)
• 401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)
• 25 Days of Paid Time Off (Full-Time, Year-Round Only)
• Subsidized Colleague Housing Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)
• Complimentary Transportation
• Complimentary Meals on Shift
• On-Property Discounts Across Food & Beverage, Wellness, and Retail
• Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
• Frequent bending, twisting, stooping, reaching, and pulling
• Lifting and carrying of loads weighing up to 30 pounds
• Remaining in a stationary position for long periods
• Constantly operating a computer and other office productivity machinery
• Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.