Senior Executive, Quality Assurance

Job Responsibilities

o Assist in the development and refinement of comprehensive brand standards.

· Performance Monitoring & Analysis:

o Monitor guest feedback to identify trends, pain points, and areas of excellence related to brand quality.

o Analyze key performance indicators (KPIs) related to guest satisfaction, service delivery, and operational efficiency.

o Benchmark performance against industry best practices and competitor standards.

o Utilize data to identify root causes of quality issues and propose solutions.

· Continuous Improvement & Innovation:

o Research industry trends, emerging technologies, and best practices in hospitality quality assurance.

o Propose innovative solutions and strategies to enhance guest experience and operational efficiency while maintaining brand integrity.

o Plan, schedule, and conduct regular on-site and remote brand quality audits across all managed properties, ensuring objectivity and consistency.

o Evaluate adherence to brand standards, operational procedures, and guest service protocols.

o Identify areas of non-compliance, operational inefficiencies, and opportunities for improvement.

o Prepare detailed audit reports with findings, observations, and actionable recommendations.

o Present regular reports on brand quality performance, audit findings, and improvement initiatives to senior management.

o Maintain accurate records of all audits, action plans, and follow-up activities.

o Collaborate with the Learning & Development team to design and deliver training programs for hotel staff on brand standards, service excellence, and quality assurance protocols.

o Provide ongoing support and guidance to hotel General Managers and department heads to ensure understanding and implementation of brand quality initiatives.

o Act as a resource for properties seeking clarification or assistance with brand standards.

Person Specifications