Job description

Under the guidance of the Residence Manager, the Quality Manager assesses, evaluates, and ensures that the long-term and short-term goals of the residence are met. This role supports Residence Management in delivering smooth, prompt, and effective service to all residents and guests, ensuring continuous quality assurance and enhancement according to Kempinski and residence-specific standards. Additionally, the position oversees the overall care, presentation, and operational upkeep of the property.

In this position you are reporting directly to the Residence Manager.
The overall scope of the job includes ensuring optimal communication between management, all administrative and operational departments. Quality assurance and enhancement according to Kempinski standards and residences-specific standards.

We are seeking a high-energy, detail-oriented Quality Manager with a strong background in Rooms Division within the luxury hospitality industry to ensure impeccable standards are maintained across the residence.

Unlike a traditional desk-bound quality role, this position requires active, hands-on property auditing. The primary duty of the Quality Manager is to continuously walk the residence, inspect all interior and exterior spaces, identify housekeeping deficiencies and maintenance snagging issues, and persistently follow up until every item is resolved to perfection.

• Daily processing of feedback received from owners / tenants via various sources. Ensure proper tracking and reporting in cooperation with all administrative and operational departments.
• Conduct systematic daily walk-throughs of all residential areas, including living spaces, residence amenities, heart-of-house areas, and exterior grounds.
• Perform meticulous visual and tactile inspections to ensure standards align with Kempinski Residences service standards and  expectations.
• Maintain an active presence throughout the property.
• Inspect deep-cleaning details, surface polishing, linen care, setup standards, and overall presentation that has been completed by 3rd party contractors.
• Monitor and report recurring housekeeping errors or missed details to the Housekeeping Supervisor, Head Housekeeper, and 3rd-party contractor management
• Identify mechanical, electrical, plumbing, carpentry, paint, and cosmetic defects (e.g., scuffs, broken fixtures, burnt-out bulbs, HVAC noise).
• Log detailed work orders into the maintenance tracking system with photos, exact locations, and clear descriptions.
• Relentlessly follow up with the engineering, housekeeping, and third-party teams to ensure swift turnaround times and minimize backlogs
• Maintain real-time issue logs and daily snagging reports using mobile auditing tools.
• Lead daily/weekly meetings with Housekeeping and Engineering and review open tickets and assign priorities.
• Provide executive-level summary reports on property condition trends, recurring defects, and resolution turnaround times.
• Daily scheduled walks through the properties various areas to inspect cleanliness, maintenance, safety and possible improvements
• Daily submission of reports with identified shortfalls or suggestions followed by rigorous recorded follow ups to resolve the highlighted points
• Implementation of individual quality measurements and owners / tenants surveys.
• Send daily updates about the current status open feedback, open concerns reported.
• Analysis of the causes of owners / tenants concerns in cooperation with the responsible department managers.
• Implementation of improvement processes in cooperation with the responsible department managers.
• Implementation and sustainable continuation of operational training for all members of staff including third-party parties in cooperation with the training department.
• Establishment of cleanliness, maintenance and feedback quality management system, including statistical analysis and analysis with solutions.
• Implementation of a regular quality meeting structure with the creation, implementation and adherence to quality action plans as well as reporting follow ups on cleanliness, maintenance and feedback.
• Creation and communication of a weekly dashboard outlining the status of all concerned quality points including pending points.
• Participation in internal meetings, referring to quality management.
• This role needs to be able to train others as well as track training needs/records in accordance with Kempinski Training policies.
• Accompanying and implementing all Kempinski Residence Guest Experience initiatives.
• Form control of the local policy & procedure structure as well as regular update management.
• Control the implementation of all Kempinski Policies, Procedures & Standards with feedback to the management.
• Best practice exchange with other Kempinski properties.