QUALITY MANAGER
Pubblicato il 13-08-2026 - Bbhotels Group in Milano
Are you a champion of excellence with an eye for detail? Don’t miss this opportunity, apply today for the Quality Manager position and lead our commitment to perfection
Fixed-term or permanent contract to be evaluated.
The Quality Manager is responsible for overseeing compliance with company quality standards, ensuring that these parameters remain at a high level and continue to evolve.
KEY RESPONSIBILITIES:
- Provide direct support to the HR & Quality Director.
- Serve as the primary liaison and point of contact between HQ and Hotels regarding all Chain Standards & Quality matters.
- Oversee and monitor Chain Quality Standards by analyzing KPIs from TrustYou (TY) and Booking.com, proposing corrective measures through targeted action plans.
- Lead the setup, launch, implementation, and maintenance of the ISO 9001:2015 certification and other quality regulations, acting as the main interface between external consultants and HQ.
- Manage the end-to-end ISO 9001:2015 certification process for all stakeholders (HQ and Hotels),
including subsequent monitoring and performance improvement.
- Generate documented reports and archives for Hotel Audits, outlining specific action plans to be implemented by the properties within 30 days.
- Perform daily review analysis, collaborating with Hotel Managers (HM) and Area Managers (AM) to identify root causes of guest dissatisfaction, while coordinating with Customer Service on commercial recovery actions (vouchers, refunds, discount codes, etc.) to drive guest retention.
- Advise Hotel Managers on concrete actions to resolve or mitigate issues highlighted in reviews, fostering awareness of the importance of continuous training (for HMs and their staff) to drive improvement and meet corporate goals.
- Ensure timely responses to all reviews with scores between 10 and 60 in collaboration with various teams, maintaining response rates in line with annual targets.
- Develop and implement comprehensive weekly/monthly reporting (TrustYou/B