Quality Manager | One&Only Aesthesis, Athens
(19712)
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.
Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. 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 Quality Manager acts as the guardian of One&Only brand standards and guest experience, ensuring that the resort consistently delivers exceptional, emotional and distinctive luxury experiences. The role drives service excellence, audit readiness and continuous improvement, embedding a culture of quality and accountability across all departments.
Key Duties and Responsibilities
• Ensure full implementation and ongoing compliance with One&Only brand standards, service philosophy and operating guidelines across all departments
• Act as the on‑property lead for brand audits, Forbes, LQA, mystery audits and internal quality assessments
• Coordinate audit preparation, on‑site execution and post‑audit action plans, ensuring timely follow‑up and sustainable improvements
• Maintain up‑to‑date knowledge of brand standards, quality tools and performance benchmarks
• Monitor, analyse and interpret guest feedback from all available channels (guest satisfaction surveys, internal reports, online feedback where applicable)
• Identify trends, recurring defects and root causes impacting the guest experience
• Partner with department heads to develop and monitor corrective and preventive action plans
• Support leadership in high impact guest recovery cases when required
• Lead and deploy quality related projects and initiatives aligned with One&Only service excellence objectives
• Support departments in defining key service processes, quality indicators and performance measurements
• Assist in mapping and reviewing guest journey touchpoints to enhance consistency and emotional engagement
• Benchmark within the company and luxury hospitality industry to identify and implement best practices
• Support the embedding of quality and service culture through onboarding, refresher training and leadership coaching
• Assist in the development and support of departmental trainers and quality champions
• Facilitate quality and service excellence training sessions, including problem solving, root cause analysis and continuous improvement tools
• Promote employee engagement and ownership of quality across all levels of the organization
• Prepare and submit regular quality and guest experience reports, including analysis of satisfaction results, audit outcomes and improvement initiatives
• Communicate quality performance, trends and priorities to Executive Committee, department heads and colleagues as appropriate
• Maintain effective quality communication tools and forums to ensure transparency and alignment
• Conduct regular resort walk throughs to observe service delivery, standards compliance and overall environment quality
• Monitor adherence to grooming, comportment and service behaviours in line with brand expectations
• Foster a collaborative and positive working environment that supports productivity, morale and service excellence
Skills, Experience & Educational Requirements
• Bachelor’s degree in Hospitality Management, Business Administration or related field
• Minimum 3–5 years’ experience in luxury or ultra‑luxury hospitality, preferably in quality, guest experience or operations roles
• Previous exposure to brand standards, audits (Forbes / LQA), guest satisfaction systems and service excellence frameworks
• Excellent command of English, both written and spoken
• Strong communication, facilitation and interpersonal skills
• High attention to detail with strong analytical and problem‑solving capabilities
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
