• 
  Support the implementation and maintenance of the resort’s service quality assurance program across operational areas.
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  Conduct regular service audits, inspections, and observations to monitor compliance with established standards.
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  Document audit findings, service gaps, and non-compliance issues accurately and in a timely manner.
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  Monitor quality performance metrics, departmental KPIs, and operational trends.
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  Consolidate audit results, guest feedback, and operational data for reporting and analysis.
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  Assist in identifying recurring issues and improvement opportunities based on audit findings and performance results.
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  Follow up on corrective actions and support departments in addressing service and compliance gaps.
• 
  Support the review of guest touchpoints and service recovery cases to improve the overall guest experience.
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  Prepare regular reports, summaries, and updates for the Senior Manager of Quality Assurance.
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  Perform other related duties as assigned in support of the department’s objectives.
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  Detail-oriented, organized, and proactive; able
  to work with accuracy and consistency.
• 
  Possesses good communication and interpersonal
  skills; able to coordinate effectively with operational teams.
• 
  Has working knowledge of quality assurance,
  audit, and compliance processes.
• 
  Proficient in data gathering, report preparation,
  and performance monitoring.
• 
  Able to conduct service audits and support
  follow-through on corrective actions.
• 
  Has a good understanding of guest service
  standards and service recovery.
• 
  Able to manage multiple tasks effectively in a
  fast-paced resort environment.
• 
  Proficient in MS Office and other relevant
  systems; knowledge of audit or reporting tools is an advantage.
• 
  Has good command of both written and spoken
  English; knowledge of another foreign language is an advantage.

Requirements

• 
  Bachelor’s degree in Hospitality
  Management, Business Administration, or a related field.
• 
  Minimum 3–5 years of relevant
  experience in service quality assurance, hotel operations, guest services,
  audit, or a related role.
• 
  Experience in a hotel, integrated
  resort, casino, or luxury hospitality environment is preferred.
• 
  Familiarity with service audits,
  compliance monitoring, KPI tracking, and operational reporting.
• 
  Proficiency in MS Office and other
  relevant reporting or audit systems are preferred.