Remote Guest Experience & Quality Assurance Lead

Placements24; Riverton (UT); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Home office stipend

Professional development opportunities

Job summary

Placements24 is seeking a meticulous Guest Experience and Quality Assurance Manager to elevate guest experiences across all touchpoints. This remote-first role focuses on developing QA programs, analyzing feedback, and ensuring brand standards are met.

You will lead virtual audits, collaborate with dispersed teams, and train staff on service excellence. A passion for hospitality and strong analytical skills are essential for success in a remote, flexible environment.

Qualifications

• Minimum of 5 years of experience in guest experience management or quality assurance within hospitality.
• Proven experience in developing and implementing guest satisfaction programs.
• Strong analytical skills with ability to translate insights into actions.
• Excellent written and verbal communication, especially remote.
• Proficient with customer feedback platforms and review management tools.
• Experience in a remote or distributed team environment is desirable.
• Bachelor's degree in Hospitality Management, Business, Marketing, or related field.
• A passion for delivering exceptional service and guest experiences.
• Strong organizational skills to manage multiple projects.

Responsibilities

• Develop and manage quality assurance standards and guest satisfaction metrics.
• Analyze guest feedback to identify trends and areas for improvement.
• Create action plans to address service issues and enhance guest experience.
• Monitor online reputation and respond to reviews professionally.
• Conduct virtual audits of operational processes for brand compliance.
• Collaborate with teams to train staff on service excellence and standards.
• Produce reports on guest satisfaction, quality performance and initiatives.
• Stay updated on best practices in guest experience management.

Skills

Guest experience management

Quality assurance

Data analysis

Remote collaboration

Communication skills

Education

Bachelor's degree in Hospitality Management

Job description

Placements24 is seeking a meticulous Guest Experience and Quality Assurance Manager to elevate guest experiences across all touchpoints. This remote-first role focuses on developing QA programs, analyzing feedback, and ensuring brand standards are met.

You will lead virtual audits, collaborate with dispersed teams, and train staff on service excellence. A passion for hospitality and strong analytical skills are essential for success in a remote, flexible environment.