Housekeeping Quality Assurance Manager

Overview

"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART." - Morris Lapidus A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - a stage where everyone plays their unique part. At Fontainebleau, striking design, contemporary art, music, fashion and technology merge into a vibrant new kind of guest experience. Guests are invited to enter a world where they are free to play, shop, dine, spa, meet or simply relax - however they define a perfect day. Situated on oceanfront Collins Avenue in the heart of Millionaire's Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. Opened in 1954 and designed by Morris Lapidus, it was the most luxurious hotel on Miami Beach, and is thought to be the most significant building of Lapidus' career.

Responsibilities

Responsible for overseeing and maintaining housekeeping quality standards throughout the hotel, ensuring guest rooms, public areas, and assigned housekeeping operations consistently meet Fontainebleau standards and expectations.

This position serves as a key quality and operational resource within the Housekeeping Department. The Quality Assurance Manager conducts comprehensive inspections, identifies quality trends and operational deficiencies, analyzes guest feedback and quality scores, develops corrective action plans, and partners with Housekeeping leadership and Team Members to continuously improve cleanliness, presentation, service delivery, and overall guest satisfaction.

ESSENTIAL FUNCTIONS

• Conduct daily quality assurance inspections of guest rooms, suites, corridors, public areas, and other assigned Housekeeping areas to ensure compliance with established cleanliness, presentation, safety, and service standards.
• Monitor overall Housekeeping quality and utilize Medallia scores, guest feedback, inspection results, quality reports, and other available data to identify deficiencies, trends, recurring issues, and opportunities for improvement.
• Partner with the Director of Housekeeping and departmental leadership to establish, communicate, and maintain consistent room cleaning, room placement, presentation, and Housekeeping standards.
• Document inspection results, deficiencies, trends, corrective actions, retraining, and follow-up activities, and communicate significant or recurring concerns to the appropriate leadership.
• Conduct follow-up inspections and periodic quality audits to verify that deficiencies have been corrected and that established Fontainebleau and Housekeeping standards are consistently maintained.
• Develop and maintain visual standards, reference materials, inspection checklists, Standard Operating Procedures (SOPs), training materials, and other quality documentation to support consistent execution of Housekeeping standards.
• Identify training and retraining needs based on inspection results, guest feedback, quality scores, observed performance, and recurring deficiencies; assist with the development and delivery of quality-related training.
• Work with Housekeeping leadership to ensure Team Members understand and consistently execute established standards and procedures, while reinforcing accountability and providing constructive feedback.
• Monitor probationary and newly hired Team Members, as appropriate, and provide feedback regarding adherence to Housekeeping quality and performance standards.
• Review guest complaints and service recovery opportunities related to cleanliness, room condition, and Housekeeping service; identify root causes and recommend appropriate corrective actions.
• Partner with Housekeeping leadership to identify opportunities to improve operational processes, productivity, cleanliness, room readiness, and the overall guest experience.
• Assist in preparing the Housekeeping Department for internal audits, brand inspections, quality assessments, VIP arrivals, special events, and other operational requirements, including the inspection and preparation of VIP rooms, suites, and special assignments.
• Maintain current knowledge of Housekeeping policies, procedures, safety requirements, chemical handling, equipment use, and applicable hotel standards.
• Promote a culture of attention to detail, accountability, continuous improvement, and exceptional guest service throughout the Housekeeping Department.
• Collaborate with other hotel departments when quality issues or guest concerns require cross-functional coordination.
• Perform other duties and responsibilities as assigned

Qualifications

SKILLS AND KNOWLEDGE

• Previous Housekeeping leadership experience.
• Previous training experience, with the ability to coach, develop, and provide constructive feedback to Team Members and leadership.
• Strong communication and interpersonal skills, with the ability to establish accountability while maintaining positive working relationships and effectively collaborating with Team Members at all levels of the organization.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced hotel environment.
• Proficiency with Microsoft Word, Excel, PowerPoint, and other technology used to support hotel operations.
• Ability to learn, utilize, and train others on hotel systems and operational technology, including HotSOS/Rex or similar work-order platforms.
• Strong knowledge and understanding of hotel policies, procedures, job descriptions, safety requirements, chemical labels, equipment, daily communications, and departmental instructions, with the ability to ensure compliance with established standards.
• Ability to develop and maintain SOPs, inspection checklists, training materials, quality standards, and other departmental documentation.
• Ability to speak and write English required; Spanish and/or Creole language skills preferred.

EDUCATION AND EXPERIENCE

• College degree preferred.
• Relevant hospitality experience required.

WORK ENVIRONMENTWork is performed indoors/outdoors under variable weather (rain) and temperature conditions (extreme heat or cold).  Use and exposure to cleaning solvents and chemicals. Exposure to fumes, odor, and dust hazards. Ability to tolerate varying conditions of noise level, illumination, and air quality.

PHYSICAL DEMANDSRequires prolonged walking, sitting, standing and mobility. Ability to stand, bend, walk, use hands and fingers to handle or utilize objects, tools, or controls. Is frequently required to reach with hands and arms repetitively. Ability to push and/or pull items weighing up to 75 pounds. Eye/hand coordination and manual dexterity. Ability to distinguish letters, symbols, and colors.