Quality Assurance Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Plan, organize, direct, and oversee all aspects of the property quality assurance program.
• Conduct regular internal audits of all guest experiences including rooms, food & beverage and spa.
• Responsible for leading follow-up to all Quality Assurance audits from Forbes and other auditing agencies, generating action plans where necessary.
• Assist with execution of morning meeting as directed by leadership team.
• Assist Guest Relations with meeting and connecting with VIPS as needed.
• Manage multiple projects/priorities and deliver extraordinary results in a demanding, fast-paced environment.
• Identify through Medallia and other forums of guest feedback major recurring guest issues, lead Quality projects around identifying root causes and actionable steps to reduce recurrence.
• Exemplify the Forbes Five Star service standards.
• Conduct walk-throughs with operational department leaders of public areas and guest rooms to ensure standards are met, with appropriate action plans and follow-up.
• Attend meetings/training as required.
• Perform other duties as requested from management.
• Must present him/herself in a professional and well-groomed manner.
• Must be able to demonstrate a thorough knowledge of all hotel services and outlet information such as hours of operation, key personnel, hotel policies, etc.

QUALIFICATIONS:

• Must provide the most consistent and professional level of service to achieve and maintain the Forbes 5 Star Rating.
• Must be able to convey information and ideas clearly.
• Must demonstrate an industrious, can do attitude and efficiently multi task.
• Must be energetic, self-motivated and positive team player.
• Must be effective in identifying and solving problems as necessary.
• Ability to work flexible hours.