Quality Assurance Manager (HOD – Quality Assurance)
Location: Coco Lagoon by Great Mount, Pollachi
Reports To: General Manager (Functional Reporting: Vice President)
Employment Type: Full Time
About the Role
We are seeking an experienced Quality Assurance Manager to drive operational excellence across all departments. The role involves auditing, inspecting, coaching, and ensuring consistent adherence to luxury hospitality standards while enhancing the overall guest experience.
Key Responsibilities
- Conduct scheduled and surprise audits across all departments.
- Ensure compliance with Resort SOPs and brand standards.
- Inspect guest rooms, public areas, restaurants, kitchens, and facilities.
- Audit food quality, hygiene, engineering, maintenance, and landscaping.
- Interact with guests to evaluate service quality.
- Conduct reservation quality audits (calls, emails, WhatsApp, and proposals).
- Review complaint handling and monitor corrective actions.
- Prepare daily, weekly, and monthly quality reports.
- Drive continuous improvement initiatives across the resort.
Departments Covered
Front Office, Reservations, Housekeeping, Food Production, F&B Service, Banquets, Engineering, Security, HR, Purchase, Stores, Accounts, Sales & Marketing, Activities, Laundry, Landscaping, Swimming Pool Operations, Public Areas, Staff Facilities, and Back-of-House Operations.
Candidate Profile
- Degree/Diploma in Hotel Management.
- 8–15 years' experience in luxury hospitality/resorts.
- Multi-department operational exposure preferred.
- Strong communication, reporting, and MS Office skills.
- Audit experience is an added advantage.
Desired Skills
- Strong attention to detail.
- Luxury service mindset.
- Leadership and analytical skills.
- Excellent observation and reporting abilities.
- Coaching and mentoring capability.
- High ethical standards and guest-centric approach.
Key Performance Indicators (KPIs)
- SOP Compliance
- Audit Scores
- Guest Satisfaction
- Reduction in Repeat Complaints
- Corrective Action Closure
- Food Safety & Housekeeping Standards
- Brand Standard Compliance
- Overall Resort Quality Index
Compensation & Benefits
- Competitive salary
- Performance incentives
- Accommodation
- Duty meals
- Uniforms
- Career growth opportunities
How to Apply
Please send:
- Updated Resume
- Recent Photograph
- Current & Expected CTC
- Notice Period
- Details of Luxury Hospitality Experience
- A brief note on a quality improvement initiative you have led
Email: [email protected]
Coco Lagoon by Great Mount – Pollachi
Where Luxury Meets Authentic South Indian Hospitality.
Pay: ₹15,917.16 - ₹68,916.87 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Food provided
- Paid sick time
- Paid time off
Work Location: In person
