Assistant Manager Quality Assurance

2 weeks ago

Mumbai, Maharashtra, India Club Mahindra Full time ₹ 9,00,000 - ₹ 12,00,000 per year

he purpose of this role is to safeguard the quality, safety, and consistency of guest experiences across all resorts. The Assistant Manager QA will conduct regular audits, validate compliance with standards, integrate guest feedback into quality checks, and provide actionable insights to improve delivery, ensuring that experiences align with brand promise and enhance guest satisfaction.

Key Responsibilities

Audit & Compliance

  • Conduct regular site visits to resorts to verify whether experiences are being delivered in line with defined SOPs.
  • Assess compliance with safety, hygiene, service quality, and brand standards.
  • Monitor vendor-led experiences to ensure adherence to agreed quality benchmarks and contractual obligations.

Reporting & Escalation

  • Document audit findings in structured QA reports highlighting gaps, risks, and improvement opportunities.
  • Escalate deviations from SOPs or quality benchmarks to the central Curation Head for corrective action.
  • Track closure of corrective actions and ensure timely follow-up on escalated issues.

Guest-Centric Validation

  • Cross-check guest feedback, NPS scores, and on-ground sentiment during audits to validate experience delivery.
  • Ensure quality assurance links directly to guest satisfaction and long-term brand equity.
  • Identify recurring guest pain points and recommend systemic fixes.

Knowledge Sharing

  • Provide actionable feedback to Experience Managers and Curators on gaps identified during audits.
  • Share audit insights and best practices across resorts to drive consistency and learning.
  • Support the central team in refining SOPs and QA frameworks based on on-ground findings.
  • Develop quick-reference checklists and training inputs to strengthen resort-level QA practices.

Continuous Improvement & Governance

  • Participate in periodic reviews with central leadership to present QA insights and trends.
  • Benchmark QA practices with leading hospitality players to introduce process improvements.
  • Support digital adoption by documenting and maintaining audit data on central QA platforms.

SOP Development & Documentation

  • Contribute to the creation, review, and periodic updating of Standard Operating Procedures (SOPs) related to quality assurance and guest experience delivery.
  • Ensure SOPs are aligned with brand standards, operational feasibility, and evolving guest expectations.
  • Collaborate with cross-functional teams to document best practices and integrate them into formal SOPs for consistent implementation across resorts.
  • Support training by providing clear, concise SOPs and related documentation to resort teams.

Qualifications & Skills

  • Graduate/Postgraduate in Hospitality Management, Quality Assurance, or related field.
  • 58 years of experience in hospitality operations, quality assurance, or audits, preferably across multi-property resorts or hotels.
  • Strong knowledge of service quality standards, guest experience frameworks, and hospitality audits.
  • Excellent analytical and reporting skills with attention to detail.
  • Strong interpersonal skills to engage with on-ground teams and provide constructive feedback.
  • Ability tobalance compliance rigor with guest-centricity.

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