Conferencing and Accommodation Quality Manager at Council for Scientific and Industrial Research (CSIR)

Key responsibilities:

• Guide the establishing and maintaining of quality standards for all aspects of operations in collaboration with management team.
• Oversee the development of standard operating procedures, guidelines, and checklists in all departments to ensure consistency in service delivery and operational processes.
• Regularly review and update quality control measures to reflect changing guest expectations and industry trends.
• Coordinate and manage regular internal and external quality audits and inspections, analyse findings and collaborate with department managers to address deficiencies and implement corrective actions.
• Manage the operating standards, processes and procedures for the gathering and use of customer feedback for the continuous improvement of the quality of the total product offered by the CSIR ICC, Entabeni, Newtons and Knowledge Commons and identifying trends and areas of concern in guest feedback and work with relevant teams to implement improvements.
• Deal with guest complaints and emergencies which need to be escalated above department manager level.
• Coordinate and oversee the implementation and communication of Protocol standards across all departments to ensure that the group complies with State and International Protocol standards at all times,
• Contribute to the credibility of the CSIR International Convention Centres brand by ensuring entrance into, relevant national and international grading schemes, award schemes and quality and other standards systems.
• Contribute to the annual strategic planning process to ensure that the CSIR ICC, Entabeni, Newtons and Knowledge Commons remain competitive and able to grow.
• Prepare and present monthly feedback, quality performance, audit results and improvement initiative reports.
• Serve as the Privacy Champion for the group. 
• SHEQ Perform duties and take responsibility for SHEQ matters within department and embed a culture of SHEQ awareness and compliance amongst staff

Qualifications, skills and experience:

• A Bachelor's / B-Tech Degree, Advanced Diploma, Postgraduate Certificate in business or hospitality fields or equivalent with at least three years experience in conference and/or hospitality industry, or event management, or experience with Customer Relations/Quality.
• Knowledge of, and experience in, the international conference industry
• Protocol / international relations knowledge

Closing date: 29 April 2026