Head of Quality & Excellence Assurance

The 1926 Collection is currently comprised of 2 luxury properties situated in Sliema and Valletta. The group is proud to be expanding and will soon welcome an additional 2 properties, each one with its own distinct identity.

Our aim is to provide our customers with an unrivalled quality product through our facilities and services which embody our core values and embrace our key pillars; wellness, sustainability and smart technology.

The Head of Quality and Excellence Assurance is a senior leadership role responsible for ensuring the highest levels of service quality, guest satisfaction, and excellence across all operational departments at the 1926 Collection.

Key responsibilities and tasks:

• Digitalising all existing SOPs and ensuring that all training materials for the learning management system (LMS): videos, podcasts, manuals, instructions, etc. are at the requisite standard together with the Head of Hospitality and Excellence Innovation and the Digital Solutions Coordinator


• Measuring compliance with company SOPs across all departments, as set by the Head of Hospitality and Excellence Innovation and liaising with the Head of Operations and Excellence Implementation to recommend improvements


• Analysing results from the excellence model and recommending actions for improvement


• Staying abreast of industry trends and innovations and working closely with the Head of Hospitality and Excellence Innovation on initiatives to enhance the guest experience, ensuring every touchpoint reflects the hotel's commitment to luxury and excellence


• Participating in internal training initiatives, in collaboration with HR and the Senior Management team


• Guiding, coaching and challenging managers for growth and continuous improvement


• Involvement in improvement projects in existing hotels


• Collaborating with the Senior Management team in driving organisational vision and operational strategy


• Participating in Duty Management and Guest Relations shifts, and utilising guest feedback and observations to recommend areas for improvement

The potential candidate will ideally possess the following skills and qualities:

• A minimum of 3 years of managerial experience within the luxury hospitality industry


• A strong understanding of designing, implementing, and measuring compliance with SOPs, particularly in the hospitality industry


• Understanding of digital tools, learning platforms, and quality management systems used to track training and compliance


• Strong analytical and decision-making skills


• A highly guest-centric attitude


• Deep understanding of luxury guest experience standards and the ability to improve service touchpoints across departments


• Ability to work with senior management, operations, HR, and innovation teams to execute organizational strategy and drive continuous improvement


• Strong communication and interpersonal skills


• A Bachelor’s degree in Hospitality Management or a related field will be considered an asset

1926 Collection - KMP-94339