Job Description

Job Title: Quality Manager

Department: Operations Department

Reports to: General manager

Position Level: Manager

Duties and Responsibilities

Vision and Values

As Quality Manager, I fully comprehend the vision of Six Senses Crans Montana to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests and develop hosts to be the very best they can be.

Wellness

I will fully embrace and safeguard the overall Wellness philosophy, concepts and programs. I will ensure that all wellness brand initiatives are fully embraced, and I will participate regularly in our Mission Wellness activities.

Sustainability

Sustainability is at the core of everything we do at Six Senses. I will ensure to follow all

directives on environmental protection and preservation, re-usage and minimum wastage,

purchasing and packaging such as the abolition of single-use plastic by 2022. I will maintain a harmonious and sensitive approach to our environment and cultural surroundings.

Operational Ownership

In this role, I will assume full responsibility for the efficient operation of all administrative tasks allocated to provide exceptional products and services within brand operating standards.

I will ensure that all set policies, procedures, best practices are in place and rigorously

enforced.

A high standard of personal appearance, grooming and hygiene, plus comprehensive

knowledge of safety, security and emergency procedures will be maintained in line with brand and statutory requirements.

All activities within the department will be carried out ethically, honestly and within the

parameters of local law.

An important part of the role is to interact with guests and hosts in a professional, courteous and positive manner and proactively seek feedback, using guest name whenever possible.

I have full knowledge of all facilities and services offered by the resort including all room and F&B categories as well as their location and layout.

I will perform the following relevant tasks for this role: (please review and add/delete as needed)

• Lead and manage the hotel’s quality function, ensuring compliance with LQA and internal brand standards across all departments
• Define, monitor, and drive achievement of quality goals, ensuring they are measurable and aligned with SMART objectives
• Conduct daily, monthly, and ad hoc audits; analyze defect trends and implement corrective actions
• Organize and lead monthly quality meetings, internal audits, and continuous improvement initiatives
• Train and coach teams on quality standards, audit processes, and adoption of best practices
• Manage quality tools and platforms (e.g., LQA, guest feedback systems), including training and performance tracking
• Communicate key satisfaction drivers, audit results, and improvement actions regularly to department leaders
• Support department heads in enhancing operational standards, procedures, and service delivery
• Oversee the end-to-end guest experience, ensuring high levels of satisfaction across all touchpoints
• Manage guest feedback, including online platforms, surveys, and direct communication
• Respond to guest complaints and inquiries within 24 hours and ensure timely resolution
• Conduct regular analysis of guest satisfaction and implement corrective and preventive actions
• Work cross-functionally with all operational departments to ensure seamless guest journeys, including arrivals and departures
• Address service gaps and resolve critical guest issues promptly
• Act as Duty Manager when required, including supervising and scheduling Duty Managers
• Maintain strong communication with the Group Managing Director and Hotel Manager
• Participate in daily briefings and weekly Heads of Department (HoD) and Executive Committee (ExCom) meetings; prepare agendas and minutes
• Assist leadership in implementing company best practices and operational improvements
• Ensure alignment of service delivery with brand standards and company philosophy
• Oversee and coordinate training across all departments, including quality, service, and emergency response training
• Coach team members (“hosts”) on service excellence and quality standards on an ongoing basis
• Ensure continuous development of staff to maintain and exceed performance benchmarks
• Manage executive office administrative tasks, including correspondence, reports, filing systems, and documentation
• Prepare meeting materials, agendas, minutes, and routine communications
• Handle incoming communications, route inquiries, and support leadership with administrative processes
• Maintain accurate records and ensure proper documentation in line with company procedures
• Act as a member of the emergency response team, ensuring guest and employee safety
• Support implementation of health, safety, and crisis management plans (including pandemic protocols)
• Demonstrate exemplary behavior in line with the hotel’s philosophy, standards, and brand values
• Maintain thorough knowledge of all hotel facilities, services, room categories, and operational procedures
• Ensure smooth coordination across departments to meet guest and operational needs
• Perform any additional duties as assigned by management

General

In this role, I will behave in a professional manner and set an example to all. I will abide by Six Senses principles, core values, best practices, guidelines and objectives, while respecting other

cultures and nationalities and projecting a positive and proactive position to help build and

maintain a strong, loyal team.

Skills and Experience

To execute the position of Quality Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results. I possess a minimum bachelor’s degree in Hospitality or Business school and more than one year’s experience in a similar role.

I am a personally involved, visible and proactive host with excellent organizational skills. I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer and I have experience and I am able to work in a cross-cultural environment positively.

Technical skills include advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with hotel systems including MICROS/point of sell platforms.

I have an excellent command of written and spoken English and some knowledge of the local language and customs. I will maintain a thorough understanding of Six Senses in terms of guidelines, rules and regulations, brand and operating standards, facilities and services.

Remarks

Specific days and timing are based on the business needs, seasonality and local labor laws. The role will also require standing and walking for extended periods of time and some heavy lifting of materials up to 30lbs (please localize weightage). I also recognize that the role is dynamic and may change to meet operational requirements.

Acknowledgement

I acknowledge and agree that this is not an exhaustive list of responsibilities. Job Descriptions are dynamic and change depending on the organizational requirements and I fully understand my role as defined in this job description and endeavor to perform all tasks required of me.