This role provides high-level administrative and operational support to the Executive Team, while contributing to the effective implementation and continuous improvement of quality assurance processes aligned with the company’s mission, brand standards, and customer expectations.

The position plays a key role in championing the Quality function, fostering a culture of excellence, and supporting change initiatives aimed at enhancing guest satisfaction, employee engagement, and overall property performance.

Key responsibilities include:

• Development, implement and monitor quality assurance processes and continuous improvement initiatives.
• Analyze, track and assess Guest Satisfaction Survey Data.
• Conduct Quality audits across all departments, follow up on action plans and monitor progress.
• Train all departments on Quality Audits and Standards alongside the Training Manager.
• Act as the custodian of all quality related audits including submissions and pre-work
• Be present within the operation and connect with Hotel Guests
• Act as a point of contact for internal and external stakeholders, managing communications in a professional and timely manner.
• Welcome and assist visitors, identifying their needs and directing them appropriately.
• Manage correspondence by reviewing, drafting, and responding to routine communications, ensuring accuracy and consistency.
• Organize, maintain, and update digital and physical filing systems for records, reports, and documentation.
• Prepare and edit letters, reports, presentations, and other business documents using standard office software.
• Schedule meetings, prepare agendas, take minutes, and ensure follow-up on action items.
• Manage incoming and outgoing mail and communications across multiple channels.
• Maintain and update databases, ensuring accurate record-keeping and efficient information retrieval.
• Support guest experience by logging, tracking, and coordinating responses to requests and feedback, ensuring timely resolution.
• Facilitate smooth office operations by coordinating resources and supporting administrative processes including travel arrangements.
• Use and maintain standard office equipment and digital tools to ensure efficient workflow.

• This role requires strong organizational, communication, and multitasking skills, along with a proactive mindset and a commitment to excellence and continuous improvement.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.