Quality Manager

Mandarin Oriental Punta Negra, Mallorca is looking for a Quality Manager to join our Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

**About the job**

Based at Mandarin Oriental Punta Negra, Mallorca, reporting directly to the Resort Manager, the Quality Manager is a key ambassador of excellence, responsible for leading the design, implementation, and continuous improvement of the hotel’s quality assurance strategy in alignment with Mandarin Oriental’s Legendary Quality Experience (LQE) and Forbes Travel Guide standards. This role plays a pivotal part in shaping the service culture of the property, ensuring consistency, precision, and emotional engagement in every guest interaction.

Through collaboration with department heads, Learning & Development, and the Executive Committee, the Quality Manager fosters a culture of continuous improvement, guest-centricity, and brand-led service delivery.

**As Quality Manager, you will be responsible for the following duties**:
Quality Standards & Process Management
- Champion the hotel’s quality and service standards across all departments, aligning all operational efforts with the Group’s mission and guiding principles.
- Monitor and analyze performance in key audit platforms including Forbes Travel Guide, LQA, TrustYou, and ResMax.
- Conduct regular inspections, audits, and walkthroughs to evaluate consistency, cleanliness, presentation, and adherence to service protocols.
- Develop, revise, and ensure implementation of SOPs and service processes across the property.
- Lead the Quality Meeting and coordinate regular performance review sessions with department heads.

Guest Feedback & Experience Enhancement
- Ensure all feedback and guest concerns are acknowledged and responded to within 48-72 hours.
- Create and track corrective action plans resulting from guest complaints, LQA/Forbes audits, and internal assessments.
- Serve as a central contact point for escalated guest concerns, ensuring a professional, prompt, and empathetic resolution.

Mystery Shopper & Brand Compliance
- Act as the hotel’s main liaison with LQA, Forbes, and other quality assurance entities.
- Consolidate findings from mystery shopper and ResMax reports; prepare action plans in collaboration with department heads.
- Track progress on quality KPIs and prepare monthly reports for the Executive Committee.

Training & Culture Building
- Work in tandem with Learning & Development to deliver training sessions in luxury service etiquette, emotional intelligence, and personalized guest experiences.
- Drive initiatives that strengthen a culture of luxury, attention to detail, and intuitive service delivery.

Continuous Improvement
- Lead the implementation of continuous improvement systems across departments.
- Conduct trend analysis of service feedback and initiate proactive improvement strategies.
- Monitor and support achievement of hotel quality objectives, targets, and programs.
- Facilitate strategic discussions with the GM and Hotel Manager on long
- and short-term quality plans.

**As Quality Manager, we expect from you**:

- Bachelor’s degree in hospitality, Business Administration, or a related field preferred.
- Minimum of 3-5 years’ experience in luxury hospitality, with exposure to Front Office, Guest Relations, or Quality roles.
- Strong knowledge of Forbes Travel Guide and LQE standards.
- Demonstrated ability to deliver or support training in luxury service etiquette and guest personalization.
- Highly proficient in guest feedback systems such as TrustYou and data-driven insight generation.
- Exceptional attention to detail and a natural passion for delivering outstanding service.
- Proven ability to influence, engage, and coach cross-functional teams.
- Excellent verbal and written communication skills.
- Fluent in Spanish and English. Other languages will be a plus.

**Our commitment to you**
- Learning