RWVMM - Quality & Sustainability Manager

As Quality & Sustainability Manager, you will play a key role in driving operational excellence while supporting Rosewood's vision of becoming a purpose-led organization where people and place enrich one another.

You will be responsible for elevating the guest experience through the continuous improvement of quality standards while embedding sustainability initiatives across the property. Working closely with all departments, you will ensure that quality and environmental objectives are translated into measurable actions that strengthen both operational performance and Rosewood's brand promise.

Key Responsibilities:

Quality Management (TrustYou, Forbes, LQA)

• Lead and coordinate all quality audits, ensuring they are completed accurately and on time.
• Monitor weekly quality performance and review KPIs with each Head of Department.
• Follow up on guest feedback, TrustYou results, and identified opportunities related to processes, service delivery, or people, defining and tracking improvement actions together with department leaders.
• Prepare and present monthly Quality performance reports, including YTD results and forecast, to the Managing Director.
• Coordinate quality-related training initiatives in collaboration with the Training & Development Manager.
• Conduct role plays and coaching sessions with operational teams, Departmental Trainers, and Heads of Department.
• Lead hotel inspections and partner with department leaders to develop, implement, and monitor action plans.
• Foster a culture of continuous improvement and service excellence throughout the hotel.

Sustainability

• Lead the hotel's Purpose Committee and drive the property's sustainability agenda.
• Partner with Engineering to monitor and improve environmental performance indicators.
• Collaborate with Procurement and the Culinary team to strengthen sustainable sourcing practices.
• Work closely with Communications and Talent & Culture on community engagement and social impact initiatives.
• Develop, implement, and monitor sustainability projects aligned with Rosewood's Purpose strategy.
• Lead the Trailblazers program and encourage employee engagement in sustainability initiatives.
• Maintain regular communication with Corporate Sustainability teams to ensure alignment with brand objectives.
• Identify new opportunities to reduce environmental impact while supporting the hotel's CSR commitments and long-term sustainability goals.

Profile:

• Experience in Quality, Sustainability, Operations Excellence, or a related role within luxury hospitality.
• Strong knowledge of hotel quality standards, guest satisfaction metrics, and luxury service excellence.
• Experience working with TrustYou, Forbes Travel Guide, LQA, or similar quality assessment programs is highly desirable.
• Understanding of sustainability principles, ESG initiatives, and environmental best practices within the hospitality industry.
• Experience leading audits, managing corrective action plans, and driving continuous improvement initiatives.
• Strong analytical skills with the ability to interpret data and translate insights into operational improvements.
• Excellent project management and organizational skills, with the ability to manage multiple priorities simultaneously.
• Outstanding interpersonal and communication skills, with the ability to influence stakeholders at all levels.
• Proactive, detail-oriented, and passionate about delivering exceptional guest experiences while creating a positive environmental and social impact.
• Fluency in both English and Spanish is required.

At Rosewood Villa Magna, we believe that genuine hospitality begins with people. If you are passionate about creating exceptional guest experiences, driving meaningful change, and inspiring others to pursue excellence while making a positive impact on our community and environment, we would love to hear from you.