Quality Assurance Executive

About the role

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 to the Director of Quality, the role serves as the hotel’s internal expert on global luxury benchmarking standards, specifically the Leading Quality Assurance (LQA) framework and Forbes Travel Guide criteria. The incumbent will conduct internal luxury audits, deliver standards‑based training, manage guest feedback, and design personalized experiences for high‑net‑worth travelers.

Key responsibilities

• Conduct rigorous internal luxury audits and report corrective actions.
• Develop and deliver training programs on LQA and Forbes standards for all operational departments.
• Collect, analyse and interpret multi‑source guest feedback and audit scores, turning data into actionable recommendations.
• Manage the full lifecycle of guest feedback, including response and resolution.
• Design and personalize exceptional guest experiences through journey mapping and cross‑departmental collaboration.
• Monitor industry trends and innovate bespoke experience concepts.

Required profile

• Bachelor’s degree in Hospitality Management, Hotel Administration, Business Administration or a related field.
• 3–5 years 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 ability to collect, analyse and present guest feedback data and audit results to senior leadership.
• Excellent written and verbal communication skills in English; additional languages are a plus.

What we offer

• Competitive salary with accommodation, meals on duty and transportation.
• World‑class training and leadership development programs.
• Discounted stays in over 8,000 Marriott hotels worldwide.
• Discounted food & drink across all Marriott restaurants and bars.
• Medical and life insurance coverage.
• Unlimited career opportunities locally and internationally.