Quality Assurance Specialist

The Quality Assurance Specialist supports the Quality Assurance Director in maintaining and enhancing resort-wide quality and service standards to ensure guest satisfaction, regulatory compliance, and operational excellence. This role assists in conducting inspections, auditing service delivery, and implementing corrective actions to uphold cleanliness, safety, and brand consistency. The QA Specialist collaborates with various departments to identify improvement opportunities and contributes to the resort's Gold Crown and Premier Status.

Core Responsibilities (including but not limited to):

· Assist in conducting regular inspections of accommodations, public spaces, back-of-house areas, and facilities to ensure adherence to cleanliness, safety, and maintenance standards.

· Support the development and enforcement of resort-wide quality standards, SOPs, and inspection processes under the guidance of the Quality Assurance Director.

· Collect and analyze guest feedback (e.g., surveys, comment cards, online reviews) to identify trends and recommend operational improvements.

· Document inspection findings and prepare reports for review by the Quality Assurance Director and department heads.

· Collaborate with Housekeeping, Maintenance and Front Office teams to address service deficiencies and implement corrective actions.

· Assist in monitoring third-party housekeeping/laundry contractor performance and escalate issues as needed.

· Monitor and maintain optimal inventory levels of housewares (e.g., glassware, dishes, amenities) and linen supplies (e.g., towels, bedding, table linens), ensuring availability aligns with resort occupancy and operational needs.

· Procure housekeeping and guest room supplies by placing timely orders with approved vendors, negotiating cost-effective terms, and ensuring compliance with budget and quality standards.

· Analyze usage patterns of housewares and linens, identify waste or inefficiencies, and implement strategies to reduce costs while maintaining service quality.

· Participate in internal and external quality audits (e.g., brand, corporate, and regulatory reviews) and follow up on action items.

· Support guest service recovery processes and lost and found protocols.

· Contribute to training and onboarding initiatives to promote a culture of service excellence across departments.

· Maintain records of guest satisfaction scores, including online reputation metrics and post-stay surveys.

Position Requirements (Skills/Abilities):

· Strong attention to detail and ability to follow standardized inspection procedures.

· Effective communication skills to interact with team members at all levels.

· Basic analytical skills to interpret data and identify trends.

· Ability to work independently and as part of a team in a fast-paced environment.

· Proficiency in using inspection tools, Microsoft Office, and guest feedback platforms.

· Bilingual is strongly preferred.

Experience:

· Minimum 2 years of experience in quality assurance, housekeeping, or guest services within the hospitality industry.

· Timeshare or resort experience preferred.

· Background in Housekeeping, Guest Services, or Rooms Division a plus.

Education:

High School diploma or GED required.

Flexible Scheduling:

Must be able to work Evenings, Friday, Saturday, Sunday and Holidays.

Physical Demands:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

· While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch or crawl. The employee is occasionally required to climb or balance; talk or hear and taste or smell.

· The employee must regularly lift and/or move 10-25 pounds and occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

· While performing the duties of this job, the associate is regularly exposed to outside weather conditions. The employee may be frequently exposed to fumes or airborne particles. The associate is occasionally exposed to wet and/or humid conditions and moving mechanical parts.

Standards of Appearance:

This position is highly visible in all resort area. Team members must present a clean professional appearance and must adhere to the company's procedures regarding Standards of Appearance.

Standards of Conduct:

The high ethical standards of the company must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note:

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Job duties will vary based on the property location specific. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.