Manager, Quality

Manager, Quality

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure. This is not simply our job, it's our passion.

Job Summary

The Manager, Quality is responsible for leading One&Only Moonlight Basin's quality improvement efforts to enhance operational excellence, guest satisfaction, and employee engagement and, in turn, improve overall organizational performance. They will serve as a partner to all leaders and colleagues across the property to implement initiatives, monitor performance, and support a culture of continuous improvement.

Key Duties & Responsibilities

Lead the Resort's Total Quality Management (TQM) and Continuous Improvement programs, driving a culture of operational excellence

Build organizational commitment, ownership, and engagement for quality initiatives at all levels

Ensure quality initiatives are properly documented, tracked, measured, evaluated, and communicated

Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned, ensuring alignment with business objectives and organizational priorities

Conduct regular quality reviews, audits, and follow-ups, confirming whether standards are being consistently maintained

Monitor, analyze, and communicate key quality performance indicators, including Guest Satisfaction Surveys, Employee Engagement Surveys, Guest Incident Reports, etc.

Maintain complete awareness of current quality performance levels, proactively identifying opportunities, risks, and areas for improvement, while ensuring effective communication across the organization

Prepare and present monthly, quarterly, and annual quality reports, providing leadership with clear insights, recommendations, and progress against goals

Communicate quality initiatives, achievements, practices, and lessons learned to management and colleagues to strengthen transparency and accountability

Develop and publish quality-related communications, including newsletters, quality updates, recognition programs, and awareness materials

Perform additional responsibilities as assigned by the Resort Manager or other members of management

Skills, Experience, & Educational Requirements

Bachelor's degree in Business Administration, Hospitality Management, or a related field, or the equivalent of professional experience

Minimum of 3 years of experience in Quality Management or a related discipline

Previous management experience within a luxury hospitality environment

Previous operational experience with a strong understanding of hotel operations, service standards, guest experience, and the interdependencies between departments and functions

Proficient in Microsoft Office Suite and systems used to collect, analyze, track, and report performance data

Demonstrated experience developing, implementing, and managing quality improvement initiatives through implementation and evaluation

Proven experience analyzing performance metrics, guest satisfaction data, and employee engagement results to drive business outcomes

Ability to collaborate and contribute effectively and efficiently across all levels of the organization

Ability to meet deadlines while managing multiple priorities

Willingness to work flexible hours, including evenings, weekends, and holidays

Benefits

Medical Insurance: 80% Employer-Covered (Full-Time, Year-Round Only)

Dental, Vision, and Life Insurance: 100% Employer-Covered (Full-Time, Year-Round Only)

401(k) Program Participation: 4% Employer Match (Full-Time, Year-Round Only)

25 Days of Paid Time Off (Full-Time, Year-Round Only)

Subsidized Colleague Housing

Winter Season Pass Program: Ski Pass or Fitness Pass (Subject to Availability)

Complimentary Transportation

Complimentary Meals on Shift

On-Property Discounts Across Food & Beverage, Wellness, and Retail

Travel Discounts Across Kerzner Properties Worldwide

Physical Requirements

The ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:

Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods

Frequent bending, twisting, stooping, reaching, and pulling

Lifting and carrying of loads weighing up to 30 pounds

Remaining in a stationary position for long periods

Constantly operating a computer and other office productivity machinery

Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.