Dir Quality Assurance

Key Responsibilities

• Operational Service and Product Quality Monitoring

• Responsible for the continuous monitoring and evaluation of service delivery and product quality across all hospitality disciplines:

• Culinary/Food & Beverage: Assess food safety practices, kitchen hygiene, menu consistency, and compliance with HACCP/ISO 22000 standards. Monitor food storage, preparation, and presentation to ensure alignment with both regulatory and brand

• Front Desk/Guest Services: Evaluate guest check-in/check-out processes, reservation accuracy, complaint resolution, and adherence to service protocols. Ensure that front desk operations reflect the brand's commitment to hospitality and efficiency.

• Housekeeping/Janitorial: Inspect guest rooms and public areas for cleanliness, orderliness, and compliance with established cleaning schedules and checklists. Monitor linen management, consumables replenishment, and adherence to infection control protocols.

• Facilities Maintenance: Monitor preventive and corrective maintenance programs for furniture, fixtures & equipment (FF&E), HVAC, electrical, plumbing, infrastructure, and safety systems. Ensure that all equipment and facilities are functional, safe, and aesthetically

• Advising on Corrective Actions and Continuous Improvement

• Root Cause Analysis: Investigate audit findings and incidents to identify underlying Collaborate with local teams to develop and implement effective corrective and preventive actions (CAPA).

• Action Tracking: Use digital platforms to assign, monitor, and verify the completion of corrective actions. Escalate unresolved or recurring issues according to established protocols.

• Continuous Improvement: Analyze audit trends, guest feedback, and operational data to identify opportunities for process optimization and Lead or participate in quality improvement projects as needed.

• Training, Coaching, and Mentorship for Local Operators and Staff

• Onboarding and Ongoing Training: Design and deliver comprehensive training programs on quality standards, SOPs, safety protocols, and audit readiness. Use a blend of in-person, virtual, and digital learning

• Mentorship: Serve as a mentor and resource for local operators, fostering a culture of accountability, continuous learning, and professional development. Provide individualized coaching to address performance gaps and support career

• Knowledge Transfer: Facilitate cross-training and knowledge sharing among teams to build operational resilience and reduce dependency on key individuals.

• Health, Safety, Food Safety, and Regulatory Compliance

• Regulatory Monitoring: Collaborate with Health, Safety & Environmental (HSE) team to stay abreast of local, state, and federal regulations affecting hospitality operations, including health codes, food safety laws, OSHA/HSE requirements, ADA, and environmental standards.

• Compliance Assurance: Ensure that all operations comply with applicable regulations and internal policies. Coordinate with HSE, legal, HR, and risk management teams as needed.

• Stakeholder Communication and Escalation Protocols

• Communication: Act as a liaison between corporate leadership, local operators, and frontline Communicate audit findings, compliance updates, and quality initiatives clearly and effectively.

• Escalation: Implement structured escalation protocols for unresolved or critical issues, ensuring timely involvement of appropriate management levels. Maintain detailed documentation of escalation actions and outcomes.

• Reporting: Provide regular updates to senior management on quality performance, audit outcomes, and risk areas. Prepare executive summaries and presentations as needed.

• Tools, Technology, and QA Software for Hospitality Audits

• Digital Audit Platforms: Deploy and manage mobile-first audit and inspection platforms (e.g., HSI) to digitize checklists, automate reporting, and track compliance in real

• Data Analytics: Use dashboards and analytics tools to monitor KPIs, identify trends, and inform decision-making. Integrate audit data with property management systems (PMS), HR, and maintenance platforms as appropriate.

• Document Management: Maintain digital repositories for SOPs, training materials, audit reports, and compliance documentation, ensuring version control and secure access.

• KPIs, Metrics, and Reporting for QA in Hospitality

• Key Performance Indicators: Define, monitor, and report on KPIs such as audit scores, corrective action closure rates, guest satisfaction (CSAT, OSAT, NPS), room turnaround times, maintenance response times, and compliance rates.

• Benchmarking: Compare performance against internal targets, industry standards, and external benchmarks (e.g., Forbes, LQA, ISO 22483).

• Continuous Reporting: Provide timely and actionable reports to stakeholders at all levels, using visual dashboards and narrative summaries to highlight achievements and areas for improvement.

• Skills and Competencies

• Analytical Skills: Ability to interpret data, identify trends, and make evidence-based recommendations for

• Attention to Detail: Meticulous approach to inspections, documentation, and compliance

• Communication: Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.

• Leadership: Strong leadership and interpersonal skills, with a demonstrated ability to influence, motivate, and develop others.

• Project Management: Ability to manage multiple projects, prioritize tasks, and meet deadlines in a dynamic

• Technical Proficiency: Proficient in digital audit platforms, data analytics tools, and Microsoft Office Suite. Experience with property management systems (PMS) and maintenance management software is a plus.

• Problem-Solving: Skilled in root cause analysis, corrective action planning, and continuous improvement

• Regulatory Acumen: In-depth knowledge of hospitality regulations, health and safety standards, and food safety

Education and/or Experience:

A bachelor's degree is preferred but not required. Degrees in Hospitality Management, Business Administration, Communications are preferred but other degrees will be considered.

• Minimum of 10 years of progressive experience in hospitality operations, with at least 5 of those years in a management or quality assurance/auditing role.

• or…

• Minimum of 15 years of progressive experience in general industry operations, with at least 10 of those years in a management or quality assurance/auditing role.

• Experience in remote workforce lodging or multi-site operations is not required but is strongly

• Demonstrated expertise in developing & implementing SOPs, conducting audits, and corrective

• Proven track record in training, coaching, and mentoring diverse teams across multiple

• Proficient with Microsoft Office applications, computer

• Required: Intermediate Word & Outlook

• Required: Beginner Excel (formulas, merging, sorting, sub-totals, )

• Required: Intermediate PowerPoint

• Excellent verbal and written English

• Confidentiality and professionalism are expected at all

• Licenses: Valid driver's license; ability to travel locally for outreach and events

Certifications

Professional certifications are preferred but not required. The following certifications are highly desirable.

• Certified Quality Auditor (CQA), Certified Hospitality Supervisor (CHS), or similar
• Food Safety certifications (e.g., ServSafe, HACCP, ISO 22000)

OSHA/HSE safety certifications