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PURPOSE OF THE POSITION:

Driven by our O&L Persona to lead strategically, own, and execute the O&L Persona. Bring our characteristics to life through unique and world-class experiences at every touchpoint beyond expectations, allowing everyone to see the world through our O&L Eyes which is caring, passionate and authentic.

QUALIFICATIONS & EXPERIENCE:

• Degree in Hospitality management.
• At least 10 years of relevant experience in Customer Experience and Quality Assurance, of which 5 years must be in senior management within the Hospitality Industry.
• International hospitality experience at five-star establishments at minimum of two premium destinations: Europe, Middle East or America.
• Development, and implementation of measurement/index tools on Customer Experience and Quality for Luxury Hospitality. (LQA)
• Experience in conducting audits based on standard operating procedures.
• Expertise in, and detailed understanding of hotel operations, key hotel performance indicators/ratios and benchmarking.
• Experience in transferring skills through on-the-job training.
• HACCP certified, experience in HACCP and driving the implementation thereof.
• System knowledge of Opera, Micros, guest feedback platforms and (ReviewPro), training platforms (LobsterInk)
• Ability to speak German, French or Italian.

KEY ACCOUNTABILITIES:

• Assist the Managing Director in driving and implementing strategic goals.
• Align skills development, customer experience, quality assurance & controls, operational controls, compliance, nature and quality of projects to the overall business strategic goals and the O&L Persona.
• Ensure that all project-related activities (Pre-opening, new acquisitions, upgrades, expansion, renovations, etc.) are aligned with the brand positioning in respect of quality and experience.
• Establish ongoing programs that encourage the O&L Persona/ innovation/creativity and subsequently keep the products and services exciting and relevant.                   
• Assessment of the deep appreciation of employee’s behaviour, experience, and impact philosophy in driving the O&L Persona to achieve goals.
• Drive periodic auditing and review of compliance strategies/goals driven by our continuous Improvement philosophy.                                                                            
• Implement and execute inspections, walk-throughs, controls, reviews and provide feedback to all properties on observations during property visits.
• Develop and implement Quality Assurance and Control Standards that speak to each Business Unit or Brand and that drive/fulfils the O&L Leisure guest experience philosophy.
• Use the Guest Feedback Platform, pulling statistics and creating action plans based on the received information.
• Define, translate and implement the O&L persona across O&L Leisure.
• Drive the implementation of specialised skills development programs.
• Drive implementation and compliance to all HACCP principles and ensure adherence to HACCP regulations concerning health, safety, or other compliance requirements, as well as brand standards.
• Lead and manage the quality and experience team.                                                                                                                                                                                                                                                                                                                  

Closing date: 26 June 2026

 O&L - a Great Place to Work.

Applicants meeting our requirements are invited to apply. O&L Group of Companies is an Equal Opportunity Employer.

    "This position is subject to a pre-employment screening and vetting process, and by applying for this position, applicants acknowledge that they are aware that the Company reserves the right to carry out screening and pre-employment vetting for all shortlisted applicants. Certificate of Conduct issued by the Namibian Police (not older than 6 months) may be required from all shortlisted applicants."

Requisition ID: 5783