Quality Assurance Coordinator

Sunlife is one of the leading hospitality groups in the Indian Ocean, with over 45 years of industry experience and a team of 3,000 employees. Also part of CIEL Group, Sunlife has a portfolio of five beach resorts in Mauritius. The group also oversees two world-renowned golf courses: Ile aux Cerfs Golf Club and Anahita Golf Course.

La Pirogue provides an authentic Mauritian experience, full of tranquillity, possibility, and local charm. The resort features 248 individual thatched cottages with private outdoor space, styled in a local boho-chic design, overlooking tropical gardens, a turquoise lagoon, or white sandy beach.

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:  20 February 2026

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