Dir Quality Assurance

Target Hospitality•The Woodlands, TX

About The Position

Key Responsibilities Operational Service and Product Quality Monitoring Responsible for the continuous monitoring and evaluation of service delivery and product quality across all hospitality disciplines: Culinary/Food & Beverage: Assess food safety practices, kitchen hygiene, menu consistency, and compliance with HACCP/ISO 22000 standards. Monitor food storage, preparation, and presentation to ensure alignment with both regulatory and brand Front Desk/Guest Services: Evaluate guest check-in/check-out processes, reservation accuracy, complaint resolution, and adherence to service protocols. Ensure that front desk operations reflect the brand’s commitment to hospitality and efficiency. Housekeeping/Janitorial: Inspect guest rooms and public areas for cleanliness, orderliness, and compliance with established cleaning schedules and checklists. Monitor linen management, consumables replenishment, and adherence to infection control protocols. Facilities Maintenance: Monitor preventive and corrective maintenance programs for furniture, fixtures & equipment (FF&E), HVAC, electrical, plumbing, infrastructure, and safety systems. Ensure that all equipment and facilities are functional, safe, and aesthetically Advising on Corrective Actions and Continuous Improvement Root Cause Analysis: Investigate audit findings and incidents to identify underlying Collaborate with local teams to develop and implement effective corrective and preventive actions (CAPA). Action Tracking: Use digital platforms to assign, monitor, and verify the completion of corrective actions. Escalate unresolved or recurring issues according to established protocols. Continuous Improvement: Analyze audit trends, guest feedback, and operational data to identify opportunities for process optimization and Lead or participate in quality improvement projects as needed. Training, Coaching, and Mentorship for Local Operators and Staff Onboarding and Ongoing Training: Design and deliver comprehensive training programs on quality standards, SOPs, safety protocols, and audit readiness. Use a blend of in-person, virtual, and digital learning Mentorship: Serve as a mentor and resource for local operators, fostering a culture of accountability, continuous learning, and professional development. Provide individualized coaching to address performance gaps and support career Knowledge Transfer: Facilitate cross-training and knowledge sharing among teams to build operational resilience and reduce dependency on key individuals. Health, Safety, Food Safety, and Regulatory Compliance Regulatory Monitoring: Collaborate with Health, Safety & Environmental (HSE) team to stay abreast of local, state, and federal regulations affecting hospitality operations, including health codes, food safety laws, OSHA/HSE requirements, ADA, and environmental standards. Compliance Assurance: Ensure that all operations comply with applicable regulations and internal policies. Coordinate with HSE, legal, HR, and risk management teams as needed. Stakeholder Communication and Escalation Protocols Communication: Act as a liaison between corporate leadership, local operators, and frontline Communicate audit findings, compliance updates, and quality initiatives clearly and effectively. Escalation: Implement structured escalation protocols for unresolved or critical issues, ensuring timely involvement of appropriate management levels. Maintain detailed documentation of escalation actions and outcomes. Reporting: Provide regular updates to senior management on quality performance, audit outcomes, and risk areas. Prepare executive summaries and presentations as needed. Tools, Technology, and QA Software for Hospitality Audits Digital Audit Platforms: Deploy and manage mobile-first audit and inspection platforms (e.g., HSI) to digitize checklists, automate reporting, and track compliance in real Data Analytics: Use dashboards and analytics tools to monitor KPIs, identify trends, and inform decision-making. Integrate audit data with property management systems (PMS), HR, and maintenance platforms as appropriate. Document Management: Maintain digital repositories for SOPs, training materials, audit reports, and compliance documentation, ensuring version control and secure access. KPIs, Metrics, and Reporting for QA in Hospitality Key Performance Indicators: Define, monitor, and report on KPIs such as audit scores, corrective action closure rates, guest satisfaction (CSAT, OSAT, NPS), room turnaround times, maintenance response times, and compliance rates. Benchmarking: Compare performance against internal targets, industry standards, and external benchmarks (e.g., Forbes, LQA, ISO 22483). Continuous Reporting: Provide timely and actionable reports to stakeholders at all levels, using visual dashboards and narrative summaries to highlight achievements and areas for improvement.

Requirements

Analytical Skills: Ability to interpret data, identify trends, and make evidence-based recommendations for
Attention to Detail: Meticulous approach to inspections, documentation, and compliance
Communication: Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
Leadership: Strong leadership and interpersonal skills, with a demonstrated ability to influence, motivate, and develop others.
Project Management: Ability to manage multiple projects, prioritize tasks, and meet deadlines in a dynamic
Technical Proficiency: Proficient in digital audit platforms, data analytics tools, and Microsoft Office Suite. Experience with property management systems (PMS) and maintenance management software is a plus.
Problem-Solving: Skilled in root cause analysis, corrective action planning, and continuous improvement
Regulatory Acumen: In-depth knowledge of hospitality regulations, health and safety standards, and food safety
A bachelor’s degree is preferred but not required. Degrees in Hospitality Management, Business Administration, Communications are preferred but other degrees will be considered.
Minimum of 10 years of progressive experience in hospitality operations, with at least 5 of those years in a management or quality assurance/auditing role.
or… Minimum of 15 years of progressive experience in general industry operations, with at least 10 of those years in a management or quality assurance/auditing role.
Required: Intermediate Word & Outlook
Required: Beginner Excel (formulas, merging, sorting, sub-totals, )
Required: Intermediate PowerPoint
Excellent verbal and written English
Confidentiality and professionalism are expected at all
Licenses: Valid driver’s license; ability to travel locally for outreach and events

Nice To Haves

Experience in remote workforce lodging or multi-site operations is not required but is strongly
Demonstrated expertise in developing & implementing SOPs, conducting audits, and corrective
Proven track record in training, coaching, and mentoring diverse teams across multiple
Proficient with Microsoft Office applications, computer
Professional certifications are preferred but not required. The following certifications are highly desirable.
Certified Quality Auditor (CQA), Certified Hospitality Supervisor (CHS), or similar
Food Safety certifications (e.g., ServSafe, HACCP, ISO 22000)
OSHA/HSE safety certifications