Quality Assurance Executive

About the role

The Quality Assurance Executive is responsible for protecting and enhancing the 5‑star luxury experience across every guest touchpoint. Reporting to the Director of Quality, the role acts as the hotel’s internal specialist on global luxury benchmarking standards such as the Leading Quality Assurance (LQA) framework and Forbes Travel Guide criteria.

Key responsibilities

• Conduct rigorous internal luxury audits to ensure compliance with LQA and Forbes standards.
• Design and deliver standards‑based training programmes for front‑office, food & beverage and other operational teams.
• Manage the full lifecycle of guest feedback – collection, analysis, response and resolution – and translate findings into actionable recommendations.
• Proactively create and personalise exceptional guest experiences that exceed the expectations of high‑net‑worth travellers.
• Prepare the property for external LQA and Forbes inspections, providing documentation and corrective action plans.

Required profile

• Bachelor’s degree in Hospitality Management, Hotel Administration, Business Administration or a related field.
• 3‑5 years of progressive experience in luxury hospitality operations (Front Office and/or Food & Beverage) within a 5‑star hotel or resort.
• Direct experience preparing for LQA and/or Forbes Travel Guide inspections is preferred.
• Strong analytical ability to interpret multi‑source guest feedback and audit scores.
• Excellent written and verbal communication skills in English; additional languages are a plus.

Required skills

• In‑depth knowledge of the Leading Quality Assurance (LQA) framework.
• Familiarity with Forbes Travel Guide rating criteria and scoring methodology.
• Ability to analyse guest feedback data and develop strategic narratives for senior leadership.
• Experience delivering training programmes to multicultural hospitality teams.