Brand Implementation & Quality Management Intern, South Asia

Role Purpose

The Brand Implementation & Quality Management role is responsible for supporting the consistent execution of brand standards, quality frameworks, and guest experience initiatives across the hotel portfolio, with a focus on pre-opening brand setup. The role works closely with cross-functional teams to ensure audit readiness, SOP alignment, quality tracking, and smooth brand onboarding for new hotels, while supporting strategic projects and guest experience priorities.

Key Responsibilities

Brand Audits & Compliance

• Assist in planning, scheduling, and coordinating brand and quality audits across the hotel portfolio.
• Support audit documentation, evidence collection, corrective action tracking, and follow-ups with hotels.
• Maintain audit trackers and ensure timely closure of action items to meet brand compliance standards.

SOP Development & Execution

• Support the review, updating, and rollout of Standard Operating Procedures (SOPs) across functions.
• Assist in aligning SOPs with brand standards and operational requirements.

Pre-Opening Brand Setup (Focus Area)

• Support brand onboarding for new hotels, including documentation, training logistics, and readiness checklists.
• Assist in coordinating brand trainings, tracking completion, and maintaining training records.

Quality Tracking, Reporting & Analytics

• Consolidate data from brand audits, quality reviews, and guest feedback platforms.
• Support tracking of quality KPIs, brand scores, and compliance metrics.
• Prepare periodic dashboards, summaries, and reports for internal review and leadership updates.

Strategic Projects & Enablers

• Provide coordination, tracking, and documentation support for strategic initiatives and quality improvement projects.
• Assist in project planning, timelines, and follow-ups to ensure successful execution of priority initiatives.

Guest Experience & Loyalty Support

• Compile guest feedback reports, especially for escalated cases, and support follow-ups with hotels.
• Coordinate and track support calls, action plans, and closure updates related to guest experience concerns.

Cross-Functional & Hotel Coordination

• Coordinate with Operations, Brand, Training, Quality, and Guest Experience teams to ensure alignment.
• Act as a support link between hotels and corporate teams for brand and quality-related matters.

Educational Background & Experience

• Degree/Diploma Business Administration or related field
• Prior exposure to brand standards, quality, audits, or pre-opening environments is an advantage
• Suitable for early career professionals, specialists, or interns
• Strong attention to detail and documentation skills
• Ability to manage multiple tasks and timelines
• Strong coordination and stakeholder management skills
• Analytical mindset with basic reporting and data consolidation capability
• Good communication and follow-up skills
• Proactive and solution-oriented approach

Required Skills

• Strong programme and project management capability
• Excellent stakeholder management and influencing skills
• Commercial and business case development mindset
• Digital experience, website, CRM or customer journey knowledge
• Ability to manage multiple workstreams simultaneously
• Strong execution focus with a "gets things done" mentality