Service Auditor

Stratton Amenities•Los Angeles, CA

4d•Hybrid

About The Position

The responsibility of the Quality Assurance Auditor is to assess hospitality and service engagement as it relates to the resident, guest and client experience. The Quality Assurance Auditor performs his or her duties secretly and from the guest or prospective resident perspective. The Quality Assurance Auditor possesses a thorough understanding of the service engagement expectations set forth by our company and our clients. Quality Assurance Auditors must have knowledge of quality control procedures and the ability to assess whether or not associates perform and deliver the experience as identified by our audit criteria. They are able to effectively manage working time and possess a thoroughly developed analytical skill set. They must also be able to coordinate auditing teams across all three shifts of operations and ensure proper communication with executive leadership. Quality Assurance Auditors may be required to travel extensively to audit all associates and operations.

Requirements

Must have knowledge of quality control procedures.
Ability to assess whether or not associates perform and deliver the experience as identified by our audit criteria.
Able to effectively manage working time.
Possess a thoroughly developed analytical skill set.
Understand hospitality-centric operations typically experienced at hotels, resorts or luxury residential communities.
Ability to conduct duties discreetly and impartially.
Ability to work independently, without supervision.
Analytical skills: Analyzing notes and documentation taken during the assessment in order to write an objective report.
Great attention to detail: Being able to inspect the quality of customer service provided.
Own, possess or have consistent access to reliable transportation.

Nice To Haves

Three to five years of hotel, resort or related experience is preferred.
Flexible disposition.
Organizational and time management skills.
Highly energetic, honest, and motivated.
Excellent communication and interpersonal skills.
Result-oriented, with an engaging personality and a passion for luxury hospitality service and experiences.
Being proactive and able to handle various assignments.

Responsibilities

Travel to and from assigned communities.
Conduct duties discreetly and impartially.
Pose as a regular guest or a prospective resident.
Interact with associates over the phone and in person to gauge service experiences and behaviors as indicated by but not limited to the audit criteria.
Inspect the lobby/concierge environment to detect possible concerns and areas for improvement.
Complete and submit an audit report detailing the experience after each visit.
Coordinate auditing teams across all three shifts of operations and ensure proper communication with executive leadership.
Travel extensively to audit all associates and operations.