Summary
The Quality Assurance Specialist serves as a supervisory representative of the Executive Office and is responsible for delivering exceptional guest recovery while leading the Quality Assurance team through operational analysis, quality oversight, and continuous improvement initiatives.
This position performs all responsibilities of the Quality Assurance Agent while providing leadership, coaching, quality assurance oversight, and strategic support to the Quality Assurance Team. The Specialist supervises the quality and consistency of guest communications, analyzes guest feedback trends, identifies operational improvement opportunities, and partners with resort leadership to enhance the guest and member experience.
The ideal candidate possesses exceptional communication skills, emotional intelligence, leadership ability, analytical thinking, strong organizational skills, and a passion for continuously improving the guest experience while protecting the reputation of The Boca Raton.
Essential Functions
Job duties include, although are not limited to:
Luxury Guest Recovery
Performs all responsibilities of the Quality Assurance Agent, including:
- Respond to guest and member post-stay surveys, post-stay emails, phone calls, social media reviews, and Executive Office correspondence within established service standards.
- Deliver personalized guest recovery solutions consistent with Five-Star standards and resort guidelines.
- Build genuine relationships with guests and members through thoughtful, empathetic, and individualized communication.
- Conduct thorough investigations into guest concerns by collaborating with operational departments and gathering all relevant information before resolution.
- Ensure every guest concern is fully resolved and appropriately documented.
- Recognize opportunities to exceed guest expectations through personalized service recovery.
- Exercise sound judgment when resolving complex guest situations and determining appropriate recovery.
Executive Office Support
- Represent the Executive Office with professionalism, discretion, and confidentiality.
- Prepare polished written correspondence on behalf of senior leadership.
- Maintain confidentiality regarding guest information, executive communications, and resort operations.
- Support executive investigations and operational improvement initiatives.
Quality Assurance Leadership
- Provide day-to-day supervision and leadership for the Quality Assurance team.
- Assist with onboarding, training, coaching, and mentoring new Quality Assurance team members.
- Conduct quality audits of guest surveys, emails, online reviews, phone calls, and Executive Office correspondence.
- Ensure consistent adherence to Forbes Five-Star communication standards.
- Review guest communications for quality, professionalism, accuracy, and consistency.
- Assist leadership with associate development, performance coaching, and quality improvement.
- Lead quality assurance initiatives and special projects.
Operational Quality & Analytics
- Analyze guest feedback across surveys, online reviews, social media, emails, and other resort platforms.
- Identify recurring guest trends, operational opportunities, and service gaps.
- Perform root cause analysis to determine underlying causes of recurring guest concerns.
- Utilize text analytics and guest sentiment reporting to identify improvement opportunities.
- Monitor quality metrics and department performance trends.
- Identify emerging risks affecting guest satisfaction and operational excellence.
Reporting & Continuous Improvement
- Prepare weekly, monthly, quarterly, and quality reports.
- Report out dashboards, presentations, and summaries for resort leadership.
- Present guest feedback trends and operational recommendations while partnering with leaders to recognize wins and improve opportunities.
- Identify recurring concerns and monitor the effectiveness of implemented improvements.
- Support QA initiatives, service recovery strategy, and continuous improvement programs.
- Support resort-wide Forbes Five-Star initiatives through reporting, operational analysis, and quality assurance communications.
Resort Knowledge
Maintain complete knowledge of:
- Forbes Five-Star Standards
- Resort Mission, Vision, and Values
- Resort policies and procedures
- Hotel amenities and services
- Restaurants, outlets, hours, dress codes, and ambiance
- Membership offerings
- Resort events and programming
- Quality Assurance initiatives
Systems
Maintain proficiency in:
- Qualtrics
- Medallia
- Opera PMS
- Kipsu
- Navis
- SevenRooms
- Spa Soft
- Microsoft Outlook
- Microsoft Teams
- Microsoft Excel (Advanced)
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Planner
- Additional systems as implemented
Internal Relationships
Reports to the Associate Vice President, Customer Experience and works collaboratively with all departments throughout The Boca Raton on a daily basis.
Develops constructive and cooperative working relationships with resort leadership while serving as the Quality Assurance subject matter expert for guest experience, operational quality, and Guest/member initiatives.
Represents the Quality Assurance Department through cross-functional collaboration, executive communication, quality reporting, coaching, and continuous improvement initiatives.
External Relationships
Maintains regular contact with resort guests, members, operational leaders, and associates while representing the Executive Office with professionalism and discretion.
Qualifications
Education / Experience Requirements
- High school diploma or equivalent required.
- 4-year college degree is preferred with emphasis on hospitality or communications
- Previous work experience in high pace operations
- Luxury hospitality experience preferred
- Guest Relations or Quality assurance experience preferred
- Experience handling complex guest recovery
- Experience communicating with senior leadership preferred
- High proficiency in computer software such as computer programs, apps, and websites.
- The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.
- Experience analyzing guest feedback and quality metrics preferred.
Competencies
- Emotional Intelligence
- Relationship Building
- Adaptability
- Professional Communication
- Organization
- Time Management
- Confidentiality
- Attention to Detail
- Critical Thinking
- Luxury Service Excellence
- Leadership & Coaching
- Quality Assurance
- Trend Analysis
- Conflict Resolution
- Continuous Improvement
Physical Requirements
Sitting Constant.
Walking, climbing stairs Occasional
Crouching/Bending/Stooping Constant
Reaching Rare
Pushing/Pulling Rare
Near Vision Occasional
Far Vision Occasional
Hearing Constant
Talking Constant
Lifting/Carrying (15 lbs.) Rare
Travel Rare
In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
