Hospitality Quality Assurance Lead

Delux Public Charter, LLC; Texas; On-site; USD 61,000 - 74,000; Full time

Job summary

JSX is seeking an Hospitality Quality Assurance Manager to develop and maintain a scalable audit program for Hospitality operations across stations. You will partner with station leaders, Training, Safety, Security, and other teams to conduct audits, identify trends, and drive improvements that elevate the Customer experience.

The role requires 5+ years in hospitality or related operational leadership, strong analytical and communication skills, and the ability to create practical tools,

Qualifications

• Minimum 5 years of experience in hospitality, airport operations, customer experience, quality assurance, or related leadership role.
• Experience conducting audits, operational reviews, station visits, quality checks, or compliance assessments.
• Strong written and verbal communication skills with ability to influence without direct authority.

Responsibilities

• Develop and maintain the Hospitality Quality Assurance audit program, standards, tools, templates, checklists, scoring approach, and follow-up expectations.
• Conduct routine audits of hospitality operations across customer touchpoints, station readiness, lounges, check-in, boarding, baggage, service recovery, and cleanliness.
• Prepare trend analyses, scorecards, and recurring summaries to identify station-level trends and improvement opportunities.
• Collaborate with station leaders to review results, align on follow-up actions, track progress, and coach for sustainable improvement.
• Maintain audit records and program materials for reference, trend analysis, and continuous improvement.

Skills

Auditing

Quality assurance

Leadership

Communication

Analytical skills

Tools

Excel

PowerPoint

SharePoint

Forms

Smartsheet

Job description

JSX is seeking an Hospitality Quality Assurance Manager to develop and maintain a scalable audit program for Hospitality operations across stations. You will partner with station leaders, Training, Safety, Security, and other teams to conduct audits, identify trends, and drive improvements that elevate the Customer experience.

The role requires 5+ years in hospitality or related operational leadership, strong analytical and communication skills, and the ability to create practical tools,