Quality Assurance Executive

JOB SUMMARY

The Quality Assurance Executive is an operational role dedicated to safeguarding, elevating and consistently delivering the 5-star luxury experience across every guest touchpoint. Reporting directly to the Director of Quality, this individual serves as the hotel's internal expert on global luxury benchmarking standards — specifically the Leading Quality Assurance (LQA) framework and the Forbes Travel Guide rating criteria.

The Quality Assurance Executive is entrusted with four core tasks: conducting rigorous internal luxury audits; delivering impactful, luxury standards-based training programs for operational departments; managing the full lifecycle of guest feedback from collection through analysis, response and resolution; and proactively designing and personalizing exceptional guest experiences that exceed the expectations of the most demanding luxury travelers.

This role requires an individual who combines meticulous attention to detail with high emotional intelligence, possesses operational knowledge of luxury service delivery and is driven by an uncompromising pursuit of excellence.

CANDIDATE PROFILE 

Education and Experience:

• A bachelor's degree in hospitality management, Hotel Administration, Business Administration or a closely related field is required. 
• A minimum of three to five years of progressive experience in luxury hospitality operations (Front Office and/ or Food & Beverage) within a 5-star luxury hotel or resort. Direct experience in preparing for LQA and/or Forbes Travel Guide external inspections is preferred.
• Operational knowledge of the Leading Quality Assurance (LQA) framework and Forbes Travel Guide standards: structure, scoring methodology, and operational implications of both frameworks.
• Strong ability to collect, analyze, and interpret multi-source guest feedback data and audit scores. Proficiency in translating data into strategic narratives and actionable recommendations for senior leadership.
• Exceptional written and verbal communication skills in English; additional language proficiency is a distinct advantage. 
• The ability to engage with high-net-worth guests with poise and discretion, and to present findings and recommendations confidently to the executive committee.
• Experience in delivering impactful training programs for diverse, multicultural hospitality teams. The ability to inspire, motivate, and influence without direct reporting authority is essential.

Personal Attributes:

• Attention to Detail - an instinctive ability to notice what others miss — the misaligned pillow, the water spot on the glass, the missed name use.
• Emotional Intelligence - deep empathy, self-awareness, and the ability to read and respond to the emotional state of both guests and colleagues.
• Cultural Sensitivity - genuine respect for and curiosity about diverse cultures, enabling authentic connection with international guests.
• Composure Under Pressure - the ability to maintain grace, professionalism, and clear judgment in high-demand, fast-paced luxury environments.
• Passion for Excellence - an intrinsic, personal standard of excellence that is not contingent on external oversight.
• Discretion & Integrity - absolute discretion in handling sensitive guest information and the highest standards of professional integrity.

CORE WORK RESPONSIBILITIES

1. Luxury Auditing & Standards Compliance

Internal Inspections. Plan and execute a structured, year-round internal inspections calendar across all operational departments — including Front of House, Food & Beverage, Housekeeping, Spa & Fitness and all supporting areas. Inspections are conducted against the full spectrum of LQA's and Forbes Travel Guide standards, covering both quantitative measures (service timing, facility specifications) and qualitative dimensions (personalization, emotional engagement and consistency of the guest experience).

Reporting & Corrective Action. Compile detailed, evidence-based audit reports that quantify performance scores by department and standard category, articulate qualitative observations, and identify specific service gaps. Present findings to the Director of Quality and relevant department heads and lead the development and follow-up of corrective action plans with clear accountability and timelines.

2. Training & Development on LQA and Forbes Standards

Luxury Standards Training Programs. Assist Director of Quality to develop and facilitate engaging, department-specific training programs that translate LQA and Forbes criteria into actionable daily behaviors. Training must be continuous and adapted to each audience — from front-line associates to supervisors and managers — ensuring that every team member understands not only what the standard requires, but why it matters to the luxury guest.

Emotional Intelligence & Personalization Coaching. Deliver specialized coaching on the qualitative dimensions of luxury service that are most difficult to standardize: emotional intelligence, anticipatory service, genuine personalization, and the ability to create authentic human connections rather than scripted interactions. 

Onboarding Integration. Assist Director of Quality with presentation at new joiners’ orientation, ensuring that every associate arrives on the floor with a foundational understanding of LQA and Forbes expectations before their first guest interaction.

On-the-Floor Coaching. Provide real-time, constructive coaching to team members during live operations, reinforcing correct behaviors and addressing deviations from standards with professionalism and empathy.

Training Effectiveness Measurement. Track and evaluate the impact of training initiatives through audit score trends and guest satisfaction metrics. Continuously refine training content based on audit findings and evolving standards.

3. Guest Feedback Management & Analysis

Multi-Channel Monitoring. Monitor, aggregate, and analyze guest feedback across all channels, including post-stay surveys, online review platforms (TripAdvisor, Google, OTA platforms), social media, in-stay feedback mechanisms, and direct guest communications. Maintain a centralized feedback dashboard to track performance trends over time.

Response Management. Draft and manage professional, personalized, and brand-aligned responses to guest reviews across all public platforms, maintaining the hotel's online reputation and reinforcing its positioning as a world-class luxury destination.

Feedback Loop to Operations. Ensure that guest feedback insights are systematically communicated to relevant departments and translated into operational changes, job aids updates and training content — closing the loop between guest voice and hotel performance.

4. Guest Experience Design & Personalization

Guest Journey Mapping. Map and continuously refine the end-to-end guest journey, identifying every critical touchpoint from the initial reservation inquiry through post-departure follow-up. Pinpoint opportunities to inject "surprise and delight" moments that transform a stay from excellent to unforgettable.

Personalization Strategy. Assist Director of Quality to develop and implement a structured personalization strategy that leverages guest data, preferences and other insights to design highly customized experiences, amenity arrangements and tailored services for individual guests — with particular focus on VIP guests, returning guests and those celebrating special occasions.

Cross-Departmental Collaboration. Act as the liaison between all hotel departments to ensure seamless communication of guest feedback and flawless, coordinated execution of personalized experiences. Champion a culture in which every team member considers themselves a co-designer of the guest experience.

Bespoke Experience Curation. Collaborate with the Concierge, Food & Beverage, Spa and other departments to curate bespoke experiences, rituals, and programming that reflect the hotel's unique identity, local culture, and the individual desires of its guests.

Innovation & Trend Intelligence. Continuously monitor luxury hospitality trends, competitor offerings, emerging guest expectations, and technological innovations. Propose and pilot new concepts, services, and touchpoints that keep the hotel at the forefront of the luxury experience landscape.

COMPETENCIES

Leadership/ Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  
•    Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
•    Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 
•    Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution
•    Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
•    Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
•    Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships
•    Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
•    Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
•    Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability
•    Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
•    Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
•    Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
•    Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
•    Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
•   Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. 

•    General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
•    Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
•   Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
•    Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
•    Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
•   Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
•    Writing - Communicates effectively in writing as appropriate for the needs of the audience.
 

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.