Specialist, Quality Service Assurance

Support the implementation and maintenance of the resort’s service quality assurance program across operational areas. Conduct regular service audits, inspections, and observations to monitor compliance with established standards. Document audit findings, service gaps, and non-compliance issues accurately and in a timely manner. Monitor quality performance metrics, departmental KPIs, and operational trends. Consolidate audit results, guest feedback, and operational data for reporting and analysis. Assist in identifying recurring issues and improvement opportunities based on audit findings and performance results. Follow up on corrective actions and support departments in addressing service and compliance gaps. Support the review of guest touchpoints and service recovery cases to improve the overall guest experience. Prepare regular reports, summaries, and updates for the Senior Manager of Quality Assurance. Perform other related duties as assigned in support of the department’s objectives. Detail-oriented, organized, and proactive; able to work with accuracy and consistency. Possesses good communication and interpersonal skills; able to coordinate effectively with operational teams. Has working knowledge of quality assurance, audit, and compliance processes. Proficient in data gathering, report preparation, and performance monitoring. Able to conduct service audits and support follow-through on corrective actions. Has a good understanding of guest service standards and service recovery. Able to manage multiple tasks effectively in a fast-paced resort environment. Proficient in MS Office and other relevant systems; knowledge of audit or reporting tools is an advantage. Has good command of both written and spoken English; knowledge of another foreign language is an advantage. Requirements Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Minimum 3–5 years of relevant experience in service quality assurance, hotel operations, guest services, audit, or a related role. Experience in a hotel, integrated resort, casino, or luxury hospitality environment is preferred. Familiarity with service audits, compliance monitoring, KPI tracking, and operational reporting. Proficiency in MS Office and other relevant reporting or audit systems are preferred.