Quality Continuous Improvement (QCI) Manager

About the Role

As the Quality Continuous Improvement (QCI) Manager, you will lead the resort’s culture of excellence by driving compliance with IHG Brand Standards, Resort Standards, and Safety Regulations. You will oversee all aspects of Guest Experience, Service Quality, and Workplace Safety, ensuring that the resort consistently delivers luxury service with the highest standards of safety, comfort, and satisfaction.

This role combines strong analytical, operational, and leadership capabilities—ideal for a strategic professional passionate about guest satisfaction, process improvement, and a culture of safety and care.

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Key Responsibilities

Quality & Continuous Improvement

• Lead and promote a culture of quality and continuous improvement across all departments.

• Oversee implementation of IHG Brand Standards, Brilliant Basics, and HeartBeat metrics to improve guest experience and colleague engagement.

• Analyze data from HeartBeat, guest feedback, and audits to identify trends, root causes, and improvement opportunities.

• Facilitate service and process improvement projects and ensure timely action on guest experience insights.

• Collaborate with department heads to develop corrective actions and monitor progress through follow-up evaluations and reports.

• Drive training and awareness sessions to maintain consistent service delivery and quality compliance.

Safety & Risk Management

• Ensure full compliance with IHG Safety Standards, HACCP, Fire Life Safety, and local government regulations.

• Lead and coordinate the resort’s safety audits, risk assessments, and incident investigations.

• Maintain the Resort’s Crisis Management and Fire Life Safety plans; facilitate regular training and drills.

• Partner with Engineering, Security, and relevant departments to rectify hazards and strengthen safety culture.

• Maintain accurate safety records, conduct inspections, and ensure swift corrective actions are taken.

Leadership & Collaboration

• Work closely with the Executive Committee and General Manager to align improvement and safety initiatives with business goals.

• Coach and mentor teams to sustain high standards of quality and accountability.

• Foster inter-departmental collaboration and communicate progress on key performance metrics.

• Represent the resort during IHG audits, government inspections, and brand evaluations.

• 100% salary & service charge in 2 months of probation (Service charge in Aug 2025: 8.3 mil)
• Mandatory insurances in accordance with Vietnamese Law
• Accidental insurance 24/7
• Annual leave from 15 days, 2 days off per week
• Provided uniform, duty meal and transportation
• Shared accommodation (applied for non Danang residents)
• Healthcare insurance from the 1st year of contract
• IHG brand standard training
• Other benefits as per the company/ IHG policies

What We’re Looking For

• Bachelor’s Degree or Diploma in Hospitality, Safety Management, or related field.

• Minimum 5 years of management experience in Quality, Safety, or Operational Excellence within luxury hospitality.

• Strong analytical, organizational, and project management skills.

• Excellent communication and leadership abilities; capable of influencing across departments.

• Proficiency in Microsoft Office, IHG systems (HeartBeat, Merlin), and safety management tools.

• Ability to thrive in a dynamic environment and lead change with confidence and optimism.