QUALITY ASSURANCE SUPERVISOR

At Hyatt, we are committed to delivering exceptional guest experiences, and as a Quality Assurance Supervisor, you’ll play a key role in ensuring that our high standards are upheld. You will be responsible for supporting and overseeing quality control processes across various departments, with a focus on enhancing guest service excellence and operational efficiency. This position involves collaborating with leadership across the organization to ensure all Hyatt service standards are met and exceeded.

Key Responsibilities

• Quality Assurance & Audits:

  • Support quality assurance programs through conducting audits and inspections to maintain Hyatt’s service standards.
  • Analyze quality assurance reports to identify trends, improvement areas, and implement corrective actions.
  • Ensure guest-facing areas are consistently clean, functional, and safe.

• Guest Experience & Feedback Monitoring:

  • Monitor guest feedback, including Medallia reports, and provide actionable insights to improve service quality.
  • Lead service recovery initiatives, ensuring issues are resolved promptly and effectively to maintain guest satisfaction.

• Collaboration & Training:

  • Work closely with department leaders to ensure adherence to quality processes and address any service-related issues.
  • Train and support staff on Hyatt’s service standards and best practices.
  • Assist in managing Regency Club operations and help drive initiatives for World of Hyatt and front office incentives.
  • Support the housekeeping team in preparing VIP rooms to Hyatt standards.

Qualifications

• Experience & Skills:

  • Passion for providing excellent guest service in a fast-paced hospitality environment.
  • Experience in hotel operations or quality assurance, with knowledge of Hyatt’s standards.
  • Strong verbal and written communication skills for effective interaction with staff and guests.
  • Detail-oriented, organized, and capable of problem-solving in a dynamic setting.
  • Comfort with data analysis and the ability to generate reports based on guest satisfaction metrics.
  • Proficient in computer skills, with a preference for Medallia experience as this role involves heavy use of computer and email communication.

• Physical & Availability Requirements:

  • Ability to stand for extended periods.
  • Flexibility to work varied shifts, including weekends and holidays.