REQ12776 Manager, Quality Assurance (Open)
POSITION SUMMARY:
The Quality Assurance Manager ensures that all aspects of service delivery align with the standards required to maintain and exceed Forbes Travel Guide 5-Star accreditation. This position is integral to sustaining operational excellence across all guest touchpoints by establishing rigorous quality controls, driving a culture of continuous improvement, and coaching teams to deliver intuitive, personalized service.
PRIMARY RESPONSIBILITIES:
- Develop and maintain the hotel’s quality framework based on Forbes 5-Star standards, including tailored Standard Operating Procedures (SOPs).
- Conduct detailed internal audits, mystery guest simulations, and departmental inspections, ensuring consistency and excellence in service and physical product.
- Monitor guest satisfaction data and service trends using platforms such as ReviewPro, Medallia, and LQA assessments.
- Act as the internal Forbes standards ambassador—conducting staff training, workshops, and briefings to keep teams aligned with service expectations.
- Partner with senior leadership and department heads to analyze root causes of quality gaps and implement corrective action plans.
- Oversee Forbes-related inspection readiness processes and lead post-inspection strategy sessions.
- Deliver regular quality performance reporting and champion initiatives to foster a proactive, quality-driven culture.
QUALIFICATIONS:
Education
- Bachelor’s degree in Hospitality Management, Luxury Brand Management, Quality Management, or a closely related field.
- Certification in Quality Management Systems (e.g., ISO 9001), Six Sigma, or Total Quality Management (TQM) is highly desirable.
- Forbes Travel Guide Service Excellence Training Certification (if applicable) is an asset.
Experience
- Minimum of 5 years in luxury hospitality with at least 2–3 years in a QA, rooms division leadership, or service excellence role.
- Demonstrated experience preparing for and managing Forbes 5-Star or LQA evaluations.
- Background in operational training or quality auditing within a luxury hotel or resort.
Analytical and Technical Skills
- Exceptional analytical skills with the ability to interpret data from guest satisfaction tools, mystery audits, and performance metrics.
- Proficiency in Microsoft Excel, PowerPoint, and QA dashboard tools; knowledge of Power BI or similar reporting software is a plus.
- Strong project management and documentation skills for tracking action plans and inspection readiness.
PERSONAL COMPETENCIES:
- Exceptional attention to detail and service intuition.
- Strong leadership presence with the ability to influence across all levels.
- Clear and persuasive communication skills.
- High emotional intelligence and cultural sensitivity.
- Passion for luxury standards and guest experience excellence.
Read Full Description