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Job Description
The responsibility of the Quality Assurance Auditor is to assess hospitality and service engagement as it relates to the resident, guest and client experience. The Quality Assurance Auditor performs his or her duties secretly and from the guest or prospective resident perspective.
The Quality Assurance Auditor possesses a thorough understanding of the service engagement expectations set forth by our company and our clients. Quality Assurance Auditors must have knowledge of quality control procedures and the ability to assess whether or not associates perform and deliver the experience as identified by our audit criteria. They are able to effectively manage working time and possess a thoroughly developed analytical skill set. They must also be able to coordinate auditing teams across all three shifts of operations and ensure proper communication with executive leadership. Quality Assurance Auditors may be required to travel extensively to audit all associates and operations.
Requirements
Quality Assurance Auditors are required to understand hospitality-centric operations typically experienced at hotels, resorts or luxury residential communities. The Quality Assurance Auditor assesses a wide variety of hospitality quality control standards. Therefore, three to five years of hotel, resort or related experience is preferred.
Quality Assurance Auditor Tasks & Requirements
- Travel to and from assigned communities.
- Ability to conduct duties discreetly and impartially.
- Remaining discreet while you pose as a regular guest or a prospective resident.
- Interact with associates over the phone and in person to gauge service experiences and behaviors as indicated by but not limited to the audit criteria.
- Organizational and time management skills.
- 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.
- Highly energetic, honest, and motivated.
- Excellent communication and interpersonal skills
- Ability to work independently, without supervision.
- Result-oriented, with an engaging personality and a passion for luxury hospitality service and experiences.
- Being proactive and able to handle various assignments.
- Analytical skills: Analyzing notes and documentation taken during the assessment in order to write an objective report.
- Great attention to detail: Being able to inspect the quality of customer service provided.
- Own, possess or have consistent access to reliable transportation
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