The QCI & Compliance Manager is responsible for leading the Quality, Continuous Improvement, and Compliance strategies across all Clubs. This role ensures consistent delivery of premium guest experiences, operational excellence, service standards, regulatory compliance, risk management, and internal control requirements throughout the organization.
The QCI & Compliance Manager will work closely with the CEO, General Manager, Management Board, and functional leaders to develop, implement, and maintain enterprise-wide quality and compliance frameworks. The role monitors operational performance, regulatory and policy compliance, guest experience data, audit findings, and operational risks, while driving continuous improvement initiatives that enhance service quality, operational efficiency, colleague engagement, compliance, and business performance.
Duties may include but are not limited to:
Champion a culture of quality, continuous improvement, and operational excellence across all Clubs.
Lead the implementation and governance of enterprise-wide quality standards, service excellence initiatives, and continuous improvement programs.
Analyze operational performance, guest feedback, quality audits, and business metrics to identify trends, risks, and opportunities for improvement.
Partner with functional leaders to develop, implement, and monitor corrective action plans that drive measurable business outcomes.
Standardize operational processes and best practices across all Clubs to ensure consistency in guest experience and service delivery.
Facilitate cross-functional continuous improvement projects, monitoring progress and evaluating the effectiveness of implemented solutions.
Develop quality performance dashboards and present regular reports, insights, and recommendations to the CEO and senior leadership team.
Collaborate with the Learning & Development (L&D) Manager to embed quality standards, service excellence, and continuous improvement principles into training and leadership development programs.
Coach and influence operational leaders to build accountability, foster innovation, and sustain a culture of continuous improvement.
Monitor compliance with company policies, operational standards, regulatory requirements, licensing conditions, internal controls, and applicable laws across all Clubs.
Coordinate compliance reviews, audits, and assessments, and work with functional leaders to identify gaps, implement corrective actions, and ensure timely closure of compliance findings.
Monitor regulatory and compliance risks, maintain appropriate compliance records and action plans, and escalate significant issues to the CEO, GM, or Management Board as appropriate.
Ensure compliance with company policies, operational standards, regulatory requirements, and Occupational Health & Safety (OH&S) guidelines.
Perform any other duties or special projects as assigned by the CEO/ GM or Management Board.
Qualifications Include the Following:
Bachelor's Degree in Hospitality Management, Business Administration, Operations Management, Quality Management or a related field.
Minimum 7 years' experience in Quality Management, Compliance, Operational Excellence, Guest Experience, Risk Management, or Operations Leadership within integrated resorts, casinos, luxury hotels, gaming, or premium hospitality environments.
Minimum 3 years' experience leading multi-property, regional, or cluster-level quality, compliance, risk, or operational excellence initiatives.
Demonstrated experience in developing and implementing quality management, compliance, internal control, or operational governance frameworks across multiple business units.
Strong knowledge of quality management, compliance management, risk management, internal controls, audit processes, and continuous improvement methodologies.
Experience working with regulatory requirements, licensing conditions, internal/external audits, and corrective action management is highly desirable.
Strong understanding of regulatory monitoring, risk assessment, control design, audit methodology, and compliance reporting.
Strong analytical, strategic planning, problem-solving, and project management skills.
Strong leadership, coaching, influencing, stakeholder management capabilities, and cross-functional collaboration capabilities.
Excellent written and verbal communication skills in English; additional languages are advantageous.
Advanced proficiency in Microsoft Office and data reporting tools (Power BI, Tableau, or equivalent is an advantage).
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