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.

Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum 35 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.