Job Description
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.
Qualifications
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
Additional Information
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
