Job Purpose

We are seeking a detail-oriented and service-driven Client Experience & Quality Assurance Specialist to ensure the highest standards of service excellence across our portfolio of luxury properties. The successful candidate will be responsible for conducting quality assessments, monitoring compliance with company service standards, identifying improvement opportunities, and supporting property teams in consistently delivering exceptional client experiences.

Key Responsibilities

• Conduct regular quality assurance inspections and service excellence assessments across the company’s property portfolio to ensure compliance with established standards.

• Evaluate service delivery, operational practices, and overall client experience, identifying areas for improvement and recognizing best practices.

• Prepare detailed assessment reports, highlighting findings, recommendations, and corrective actions for management.

• Collaborate with Property Managers and Operations Teams to develop and implement improvement plans, ensuring timely resolution of identified issues.

• Monitor compliance with company policies, service guidelines, and operational standards across all properties.

• Support the implementation and reinforcement of company culture, service values, and luxury hospitality standards, ensuring consistency in daily operations.

• Provide practical guidance and on-the-spot coaching to property teams to enhance service quality and client interactions.

• Conduct pre-opening property assessments to ensure operational readiness and alignment with company expectations.

• Monitor corrective action plans, track progress, and escalate recurring or significant service deficiencies.

• Maintain accurate assessment records, compliance dashboards, and improvement tracking reports.

• Identify opportunities for continuous improvement and contribute to the development of service excellence initiatives.

• Stay informed about emerging luxury hospitality trends and best practices to enhance the overall client experience.

• Support special projects and initiatives aimed at strengthening client satisfaction and service excellence.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

• Previous experience in Luxury Hospitality and Quality Assurance.

• Strong understanding of luxury service standards, quality assessment processes, and customer experience principles.

• Experience conducting operational audits, service inspections, or quality evaluations. (Forbes Travel Guide, LQA, or similar luxury service assessment frameworks)

• Excellent attention to detail, analytical thinking, and problem-solving abilities.

• Strong communication, reporting, and interpersonal skills.

• Ability to provide constructive feedback and influence operational teams to achieve service improvements.

• Proficiency in Microsoft Office and reporting tools.