Cluster Quality Manager

Role Summary

Lead the implementation and monitoring of quality assurance programs across both hotels.

Ensure compliance with brand standards, policies, and operational procedures.

Coordinate and conduct internal quality audits, inspections, and assessments.

Develop and implement action plans to improve guest satisfaction and operational performance.

Support department heads in establishing service excellence initiatives and quality improvement projects.

Monitor quality KPIs and prepare regular performance reports for hotel management.

Organize and deliver quality-related training and awareness programs for employees.

Collaborate with operational teams to foster a culture of continuous improvement and customer-centric service.

Prepare hotels for brand audits, mystery guest evaluations, and certification programs.

Requirements

• High education in Hospitality Management, Business Administration, Quality Management, or a related field.
• Minimum 3 of experience in quality management, guest experience, operations, or hotel management.
• Previous experience in an international hotel chain is highly desirable.
• Strong knowledge of hospitality quality standards and audit processes.
• Excellent analytical, organizational, and problem-solving skills.
• Strong communication and presentation skills.
• Proficiency in Microsoft Office applications.
• Fluency in English and Georgian; additional languages are an advantage.

Competencies

• Attention to detail
• Leadership and influencing skills
• Customer-focused mindset
• Project management capabilities
• Continuous improvement orientation
• Strong interpersonal skills
• Ability to work independently and across multiple departments

Benefits

• Opportunity to work within the global hospitality network of Accor .
• Professional growth and development opportunities.
• Dynamic and multicultural work environment.
• Competitive compensation and benefits package.
• Opportunity to contribute to the success of two leading hotels in Tbilisi.

Working Schedule: Monday – Friday, 09:00 – 18:00

• Work Location: Swissôtel Tbilisi, 3 Soliko Virsaladze Street, Tbilisi, Georgia
• We are looking forward to welcome you in our team!

About the Company

Swissôtel Tbilisi and Mercure Tbilisi Old Town are part of the globally recognized Accor Group , offering distinctive hospitality experiences in the heart of Tbilisi.