The Quality Assurance Manager is responsible for conducting independent and structured evaluations to assess the achievement of defined quality standards, with a focus on guest perceptions regarding facilities, hotel offerings, and service interactions. This role analyzes findings and provides strategic recommendations to leadership for enhancing overall property quality.

In addition to quality assurance, the role includes key responsibilities in Risk Management, encompassing Certificates of Insurance, vendor relations, registration, inspections, compliance monitoring, and insurance filings. The manager will also prepare data analyses and deliver actionable insights and improvement recommendations to departments and executive leadership. 

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to and proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with: 

Highly competitive pay An exceptional benefit plan for eligible associates & your family members  401K matching program for eligible associates  Flexible scheduling to allow you to focus on what is important to you  Discounts with our Crescent managed properties in North America for you & your family members

What will I be doing each day?

Support the maintenance and continuous improvement of all hotel quality standards, ensuring standard operating procedures (SOPs) are current and effectively implemented. Conduct objective, on-site property walkthroughs, providing detailed and quantifiable data analytics to support standard enhancements and sustainability.  Evaluate compliance with operational requirements and collaborate with departmental leadership to develop and implement corrective programs as needed.  Utilize photography equipment to capture images for use in diagrams, SOP documentation, and digital E-Books.  Document specifications and inventory needs for furniture and other physical assets across the entire property.  Communicate Quality Assurance (QA), Brand Standard Audits (BSA), and internal audit findings to departmental leaders, providing actionable insights.  Collaborate with all departments on vendor relations, including assistance with the vendor setup and onboarding process.  Escalate significant service-related challenges to the General Manager or Director of Operations for prompt resolution.  Responsible for capturing visual documentation of brand standards across all key operational areas, including Hotel Operations, Food & Beverage, Pool, Spa, Marina, Golf, Facilities, Activities, Tennis, and Transportation.  Ensure full compliance with company policies, procedures, and operational controls, while maintaining a service-focused approach to both internal and external guests. 

Requirements:

Bachelor’s degree in hospitality management, Business, Engineering, or a related field.  Minimum of 3 years of experience in the hospitality industry or a related field.  Preferred background in quality assurance, with a strong understanding of customer service standards.  Excellent verbal and written communication skills.  Proficient in Microsoft Office Suite, internet applications, email platforms, and Point of Sale (POS) systems.