Quality Assurance Manager – Hospitality

About the role

The Quality Assurance Manager will lead the implementation of quality processes that align with Sheraton’s brand standards and guest expectations. This role focuses on continuous improvement, employee satisfaction, and delivering exceptional guest experiences at the property level.

Key responsibilities

• Coach managers on Total Quality Management leadership practices.
• Conduct monthly audits to ensure compliance with company and brand standards.
• Make decisions that drive the property toward quality goals and address critical customer requirements.
• Support regional and company‑wide rollout of best practices and facilitate process‑improvement teams.
• Provide training on quality tools and use data collection methods to track defect trends.
• Analyze guest feedback, oversee corrective actions, and handle guest complaints.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management, or related field + 3 years relevant experience, OR a 4‑year bachelor’s degree + 1 year experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or management operations.

Required skills

• Total Quality Management
• Data Collection Methods
• Process Improvement
• Quality Assurance