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About the Role
The Quality Assurance Auditor assesses hospitality and service engagement from the perspective of a resident, guest, or prospective resident, ensuring alignment with company and client expectations.
Responsibilities
- Perform duties secretly from the guest or prospective resident perspective.
- Assess hospitality quality control standards.
- Travel to and from assigned communities.
- Conduct duties discreetly and impartially.
- Remain discreet while posing as a regular guest or prospective resident.
- Interact with associates over the phone and in person to gauge service experiences and behaviors.
- Inspect the lobby/concierge environment to detect possible concerns and areas for improvement.
- Complete and submit an audit report detailing the experience after each visit.
- Coordinate auditing teams across all three shifts of operations.
- Ensure proper communication with executive leadership.
Requirements
- Possess a thorough understanding of service engagement expectations.
- Knowledge of quality control procedures.
- Ability to assess associate performance against audit criteria.
- Ability to effectively manage working time.
- Thoroughly developed analytical skill set.
- Ability to travel extensively.
- Ability to work independently, without supervision.
- Own, possess or have consistent access to reliable transportation.
Skills
- Analytical skills
- Organizational skills
- Time management skills
- Communication skills
- Interpersonal skills
- Attention to detail
Work Type
- Part-time
- Contract
Experience Level
- Three to five years of hotel, resort or related experience is preferred.
About the Company
- The Quality Assurance Auditor assesses hospitality and service engagement as it relates to the resident, guest and client experience.