Quality Control Manager at Ziba Beach Resort

Position Overview

The Quality Control Manager oversees the implementation, monitoring, and continuous improvement of all operational standards and standard operating procedures (SOPs) across the resort. This role ensures that all departments meet Ziba Beach Resort's service expectations, identifies gaps, enforces corrective actions, and maintains high levels of guest satisfaction through structured quality controls.

Key Responsibilities

Quality Assurance & SOP Compliance

• Ensure all departments strictly follow established SOPs and service standards
• Conduct daily, weekly, and monthly quality audits across rooms, housekeeping, front office, bar/restaurant, experiences, and facility areas
• Identify process gaps and recommend corrective actions
• Develop new SOPs in collaboration with department heads when needed
• Ensure departments maintain proper documentation and quality logs

Guest Experience & Feedback Management

• Monitor guest reviews, surveys, and feedback across all platforms (Google, OTA sites, WhatsApp, on-site forms)
• Analyze feedback trends and share actionable recommendations
• Conduct follow-up checks on guests with prior complaints to ensure satisfaction
• Collaborate with teams to immediately resolve guest experience issues

Operational Excellence & Continuous Improvement

• Lead internal checks on room readiness, cleanliness, safety standards, and facility maintenance
• Ensure daily operational checklists are completed and verified
• Track recurring issues and work with teams to eliminate root causes
• Maintain high standards of hygiene, safety, and facility presentation across the resort

Training & Staff Development

• Train team members on quality expectations and SOP compliance

Requirements

• Minimum 4 years of experience in quality management

Work Schedule

9:00 AM – 6:00 PM, 5 days per week (with flexibility for audits, weekends, or emergencies)

Benefits

• HMO coverage
• One meal per day
• Service charge
• Communication allowance

Location

Lagos, Nigeria