Quality & Continuous Improvement (QCI) Manager

OVERVIEW OF POSITION The QCI Manager is responsible for leading the Quality & Continuous Improvement strategies across all Clubs. This role ensures consistent delivery of premium guest experiences, operational excellence, service standards, and quality compliance throughout the organization.
The QCI Manager will work closely with the CEO, General Manager and functional leaders to develop and implement enterprise-wide quality frameworks, monitors operational performance, analyzes guest experience data, and drives continuous improvement initiatives that enhance service quality, operational efficiency, colleague engagement, and business performance.
The role acts as the organization's champion for quality excellence by embedding a culture of continuous improvement, accountability, innovation, and guest-centric service across all Clubs.
KEY DUTIES AND RESPONSIBILITIES
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.
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.
KEY FUNCTIONS
Quality Strategy & Governance
Develop and execute the Quality & Continuous Improvement strategies aligned with the company's business objectives.
Establish and continuously improve quality management frameworks, operational standards, service standards, policies, and best practices across all Clubs.
Ensure consistency in guest experience and operational execution across multiple locations.
Develop governance processes to monitor quality performance, compliance, and continuous improvement initiatives.
Continuous Improvement
Lead enterprise-wide continuous improvement initiatives across all Clubs.
Identify operational improvement opportunities through quality audits, guest feedback, operational KPIs, and business performance analysis.
Conduct root cause analysis and partner with Club leadership to implement sustainable corrective and preventive actions.
Drive process optimization, service innovation, and operational efficiency projects.
Monitor implementation progress and evaluate project effectiveness through measurable business outcomes.
Guest Experience Excellence
Lead the Guest Experience strategies to deliver exceptional and consistent service across all Clubs.
Analyze guest satisfaction surveys, online reviews, complaints, loyalty feedback, and operational data to identify trends and improvement opportunities.
Develop action plans with Club leadership teams to improve guest satisfaction and service consistency.
Oversee guest recovery processes and ensure timely resolution of guest concerns.
Quality Assurance & Performance Management
Develop and monitor Quality KPIs and performance dashboards.
Conduct regular quality audits across all Clubs to ensure compliance with operational standards, brand expectations and regulatory requirements.
Benchmark Club performance and identify best practices for organization-wide implementation.
Prepare executive reports and present quality performance, risks, trends, and recommendations to senior leadership.
Leadership & Stakeholder Management
Serve as the Quality & Continuous Improvement subject matter expert for the organization.
Partner with Department Heads to build a culture of operational excellence and accountability.
Coach and mentor operational leaders in quality management methodologies and continuous improvement practices.
Facilitate cross-functional quality committees, improvement workshops, and management review meetings.
Learning & Organizational Development
Collaborate with the HR and L&D team to integrate quality standards into onboarding, leadership development, and operational training programs.
Promote continuous learning through quality awareness campaigns, workshops, and coaching sessions.
Support departmental trainers to ensure service excellence standards are consistently delivered across all Clubs.
Compliance, Risk & Responsible Business
Ensure all Clubs comply with company standards, internal controls, regulatory requirements and operational policies.
Promote Occupational Health & Safety (OH&S), security, responsible gaming and responsible business practices.
Monitor Management Action Plans and ensure corrective actions are completed within agreed timelines.
Maintain strict confidentiality of operational, financial, employee, and guest information.
Key Performance Indicators (KPIs)
Guest Satisfaction Index (GSI)
Guest Complaint Resolution Time
Online Review Ratings
Quality Audit Compliance
Continuous Improvement Project Completion Rate
Corrective Action Closure Rate
Cross-Club Quality Consistency Score
Loyalty Member Recognition Score
Employee Engagement on Quality Initiatives
Operational Process Compliance
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, Operational Excellence, Guest Experience, 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 or operational excellence initiatives.
Demonstrated experience in developing and implementing quality management systems across multiple business units.
Strong knowledge of continuous improvement is highly desirable.
Excellent analytical, strategic planning, and project management skills.
Strong leadership, coaching, influencing, and stakeholder management 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).