Quality Assurance Manager

Target Hospitality•The Woodlands, TX

56d

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 Analytical Approach: Utilize digital audit tools (e.g., HSI) to standardize inspections, collect real-time data, and generate actionable reports. Leverage KPIs such as room turnaround time, maintenance response rates, guest satisfaction scores, and compliance rates to drive continuous improvement. Development and Maintenance of Brand Standards, SOPs, and Job Aids Brand Standards: Collaborate with corporate and local stakeholders to define, document, and update brand standards that reflect the organization’s values, guest expectations, contractual scopes of services/work, and regulatory requirements. Ensure that standards are accessible, understandable, and actionable at all levels. Standard Operating Procedures (SOPs): Develop and maintain detailed SOPs for all operational areas, ensuring accessibility, clarity, consistency, and compliance. SOPs should be regularly reviewed and updated to reflect changes in regulations, technology, and best practices. Job Aids: Create and distribute visual and written job aids (e.g., checklists, quick-reference guides, pictorial instructions) to support frontline staff in executing tasks to standard. Technology Integration: Use digital repositories and mobile apps to distribute and update brand standards, SOPs, and job aids, ensuring that all staff have real-time access to the latest procedures. Internal Quality Assurance Audits: In-Person Audit Processes and Checklists Audit Planning: Schedule and conduct regular (both announced and unannounced) internal audits at remote lodging sites, covering all operational areas. Customize audit checklists to reflect both corporate standards and site-specific requirements. Audit Execution: Perform thorough inspections using digital checklists, capturing photographic evidence, notes, and scoring for each criterion. Engage with local staff during audits to clarify expectations and gather feedback. Reporting: Generate comprehensive audit reports with clear findings, root cause analyses, and prioritized recommendations. Share reports with local operators, management, and relevant Follow-Up: Track the implementation of corrective actions, conduct re-inspections as needed, and document closure of non-conformities. Best Practices: Follow industry-recognized quality frameworks, as instructed, such as ISO 9001, ISO 22483, Forbes, LQA, and Leading Hotels of the World (LHW) standards as benchmarks for audit Preparing Local Operators for External Audits and Brand Compliance Audit Readiness: Coach and mentor local operators to ensure they are fully prepared for external audits (e.g., brand compliance, regulatory inspections, third-party certifications). Conduct mock audits and practice drills to identify and address potential gaps. Documentation: Ensure that all required documentation (licenses, training records, maintenance logs, safety certifications) is current, organized, and readily accessible for external review. Continuous Improvement: Use feedback from external audits to refine internal processes, update SOPs, and enhance training programs. 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 Skills and Competencies 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

Requirements

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.
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.
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
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

Nice To Haves

Experience in remote workforce lodging or multi-site operations is not required but is strongly
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