Quality Assurance Manager

Quality Assurance Manager - The Lake Como EDITION - season 2026Job DescriptionThe Lake Como EDITIONNestled along the western shore overlooking the Bellagio mountains, The Lake Como EDITION combines striking design and Italian warmth with a sophisticated luxury lifestyle experience. Lake‑view rooms and suites, indoor and outdoor restaurants and bars, a unique floating pool, and a spa sanctuary deliver an unforgettable escape.JOB SUMMARYImplements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and customer targets. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.CANDIDATE PROFILEEducation and Experience2‑year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.4‑year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.Experience and/or knowledge of hotel business.Ability to understand quality management practices and teach to others.Ability to understand data collection methods.Knowledge of budget preparation and cost control.Working knowledge of statistical measurement tools.Detail orientation and analytical skills.Operations background – depending on hotel facilities, a rooms or F&B background may be preferred.Previous training in guest relations.Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.Experience/trained in Six Sigma or TQM.CORE WORK ACTIVITIESManaging Quality Assurance GoalsAttends daily executive committee meetings to give real‑time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.Present and share weekly analysis on defect trends, guest feedback and provide recommendations on focus areas.Coordinate a weekly quality meeting focusing on GuestVoice, top incidents, and business standard audits.Record, track, and communicate progress of quality related activities to executive committee members, managers, associates, and the corporate office.Facilitate problem‑solving meetings to verify systematic process adherence and use quality tools to achieve resolution.Facilitate process improvement teams, verifying use of systematic processes, and improvement is achievable and measurable.Immerses in operations to better understand issues/defects faced on the ground.Drive several initiatives for business standard audits and GuestVoice.Conduct monthly audit to verify compliance with company and brand standards.Make and execute necessary decisions to keep property moving forward toward achievement of goals.Direct property quality efforts to address critical customer requirements.Complete other reasonable duties as requested by leadership.Executing Quality Training ProgramsPartner with Learning & Development (L&D) to train executive committee members and managers on problem‑solving, process improvement, and strategic planning techniques.Develop specific training designed to improve service performance.Drive brand values and philosophy in all training and development activities.Partner with L&D team to verify