Quality Assurance Senior Coordinator

Job Description

We are seeking a highly organized, proactive and detail-oriented individual to join our hotel team as a Quality Assurance Senior Coordinator.

The role provides administrative and operational support while playing an important part in the hotel's quality assurance framework. The position supports the monitoring and implementation of brand and operational standards, guest satisfaction initiatives, audits, training and continuous improvement activities, helping to ensure consistent service delivery and an exceptional guest experience.

The successful candidate will work closely with the Director of Quality & Operational Innovation, Leadership Team, Heads of Department and other operational teams to identify opportunities for improvement, follow up on actions and support the achievement of key hotel performance indicators.

Responsibilities

• Conduct daily internal quality inspections, document findings and follow up with relevant departments on identified non-conformities and corrective actions.

• Monitor guest satisfaction results and feedback, identifying recurring trends and opportunities for improvement and supporting departmental action plans.

• Coordinate the timely and accurate completion of quality and compliance requirements, including MI Health Check, GFSA, Green Key, IPPA and other applicable audits, maintaining appropriate supporting documentation.

• Maintain and update QPower in collaboration with Heads of Department, ensuring information and actions are accurate and current.

• Keep up to date with changes to brand and operational standards and support their communication and implementation across the hotel.

• Prepare and deliver quality refreshers, role plays and training activities in collaboration with the Learning & Development team.

• Assist in identifying opportunities to improve operational efficiency, service consistency and the overall guest experience.

• Attend relevant hotel meetings, take and distribute minutes, and monitor follow-up of agreed actions where required and in the absence of the Executive Assistant.

• Act as the property's point of contact for complimentary taxis, ensuring requests are documented and processed in accordance with established procedures and audit requirements.

• Issue Marriott Bonvoy points to eligible FB patrons in accordance with established procedures.

• Act as the property's Gift Voucher Champion, managing the issuance of complimentary vouchers and maintaining online voucher content, visibility and pricing in accordance with established procedures.

• Take the lead and coordinate Corporate Social Responsibility (CSR) and Serve 360 initiatives, including activities, events, volunteers and related reporting.

• Provide Executive Assistant coverage during periods of absence.

• Support departmental projects and other quality, administrative and operational initiatives as required.

Key Skills & Competencies

• Excellent organizational skills and attention to detail.

• Strong written and verbal communication skills.

• Ability to manage multiple priorities and meet deadlines.

• Proactive approach with strong follow-up skills.

• Analytical mindset with the ability to identify trends and opportunities for improvement.

• Strong interpersonal skills and ability to collaborate across departments and levels.

• High level of discretion and professionalism.

• Proficiency in Microsoft Office and relevant hotel systems.

• Passion for service excellence, quality and continuous improvement.