Quality Manager

Quality Manager

ABOUT US

Situated on the shores of Loch Lomond Scotlands breathtaking jewel Cameron House is a magnificent luxury resort set within 400 acres of stunning countryside. Where the Highlands meet the Lowlands our historic estate is home to luxury accommodation an award-winning spa with rooftop infinity pool championship golf course marina restaurants and a wide range of outdoor and leisure experiences.

At Cameron House we pride ourselves on creating memorable moments for our guests and meaningful careers for our people. Our culture is built on teamwork care and a shared commitment to excellence. All thats missing could be you.

THE ROLE

We are seeking an experienced and influential Quality Manager to help embed a consistent guest-centred quality culture across Cameron House Resort.

Reporting to the Managing Director the Quality Manager acts as a brand champion and advocate for the guest experience working closely with operational leaders and Learning & Development as a collaborative partner. This role is hands-on working closely with our guest facing teams and focused on translating service standards and brand expectations into daily operational behaviours across all departments.

You will use insight data and frontline presence to support leaders in raising standards driving continuous improvement and delivering a consistently exceptional luxury guest experience.

Key things you will be responsible for:

• Championing and embedding quality and service standards across the resort ensuring they are consistently understood and applied in daily operations
• Drive quality in line with LQA standards as a core foundation building a culture of service excellence across all teams
• Acting as the voice of the guest using feedback insight and observation to influence leadership decisions and operational priorities
• Designing maintaining and managing a structured quality and service assurance framework including internal audits practice reviews and mystery guest programmes
• Analysing guest satisfaction data quality assessments complaint trends and social feedback to identify risks opportunities and improvement priorities
• Developing and maintaining quality dashboards and reporting to provide meaningful insight into performance and progress against agreed KPIs
• Working alongside operational leaders to support root-cause analysis coach problem-solving approaches and embed continuous improvement practices
• Maintaining a visible presence across the resort engaging with teams and guests to observe service delivery and reinforce expected behaviours
• Collaborating closely with Learning & Development Human Resources and Operational teams to align quality insights with learning priorities and personally deliver quality-led coaching and training sessions
• Supporting leaders by building their capability to handle guest feedback and complaints constructively ensuring learning is captured and improvements are sustained
• Representing the Quality function in leadership and cross-departmental forums contributing insight that supports strategic and operational objectives

WHO WE ARE LOOKING FOR

We recruit people with widely varying personalities from different walks of life and backgrounds. While theres no such thing as a typical Cameron House employee we look for people who share our values.

• People who want to achieve great things and take pride in raising standards
• People who genuinely care about guests and the experience they receive
• People who lead by example and influence others through credibility and presence
• People who value collaboration and support their colleagues to be the best they can be
• People who respect and protect the exceptional environment we work in

To be successful in this role you will also bring:

• Previous experience in a quality service excellence or guest experience role within a luxury or high-end hospitality environment
• Demonstratable analytical skills with experience using guest data and insight to drive improvement
• Confident in coaching leaders and teams influencing change without direct authority
• Experience working with LQA or equivalent quality standards
• Experience using Medallia ReviewPro or similar guest engagement platforms
• Excellent communication skills and a hands-on visible leadership style
• Flexibility to work across the resort and support operational activity as required

WHATS IN IT FOR YOU

At Cameron House we invest in our people and offer a generous range of benefits including:

• Free meals when on duty in our team cafes
• Pension scheme and Wagestream financial services
• Long service awards with recognition vouchers and overnight stays
• Enhanced holidays with long service
• Free Leisure Club Membership with friends and family discounts
• Employee care service offering lifestyle and wellbeing support and confidential counselling
• On-site discounts on accommodation food and beverage golf membership spa treatments outdoor activities and retail
• Supplier and local business discounts
• Free parking

We also offer fully funded work-based training and development including apprenticeships structured work experience supported scholarships and formal qualifications up to HND and Degree level.

And with Loch Lomond and The Trossachs National Park on your doorstep theres no shortage of adventure to enjoy in your free time.