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.