Quality Assurance Coordinator

Responsible for making sure the company is operating within the set of rules and procedures and ensure stakeholders receive the best, consistent, timely, up-to-date delivery of service at all times.
Perform routine duties such as audits, analysis of guest feedback data and delivers technical training.

Responsibilities :

1. Quality Monitoring & Auditing:

• Conduct frequent inspections and audits across Front Office, Housekeeping, F&B, Recreation, and Back-of-House areas.
• Verify compliance with brand standards, SOPs, hygiene procedures, and international hotel benchmarks.
• Follow up on deviations and ensure timely implementation of corrective and preventive actions (CAPA).
• Ensure full compliance with regulatory requirements.
• Perform internal audits to identify and address gaps.
• Deliver training sessions for associates on key operational and compliance aspects.

2. Guest Experience & Feedback Management:

• Analyze guest comments from internal surveys, online reviews (Tripadvisor, OTA platforms), and direct feedback.
• Identify trends, recurring issues, and improvement opportunities to enhance guest satisfaction.
• Coordinate responses with department managers to ensure guest complaints are resolved promptly.

3. Documentation & Standards Implementation:

• Maintain updated SOPs, checklists, audit forms, and service quality documentation.
• Track KPIs related to guest satisfaction, audit scores, and service performance.
• Prepare monthly quality reports for the Quality Assurance Manager and Executive Committee.
• Support certification processes (e.g., ISO, HACCP, sustainability certifications).
• Oversee and maintain the Quality Management System to ensure consistency and adherence to standards.

4. Cross-Departmental Coordination:

• Work closely with operational teams to roll out service improvement initiatives.
• Assist with conducting mystery audits and internal benchmarking exercises.
• Lead or support quality-related projects such as new service standards, environmental programs, or service innovation

Requirements :

• Diploma or Degree in Hospitality Management, Quality Management, or a related field.
• Minimum 1–3 years of experience in quality assurance, guest relations, front office, or hotel operations.
• Strong knowledge of quality standards in the hospitality industry (ISO, HACCP, good hygiene practices) is an advantage.
• Excellent communication, analytical, and interpersonal skills.
• High attention to detail with a passion for excellence and continuous improvement.
• Strong proficiency in Word, Excel, and reporting tools

Closing Date: 15^th December 2025

Management reserves the right to call only the best-qualified candidates.