Quality Assurance Agent, Executive Office

Quality Assurance Agent

The Quality Assurance Agent serves as a representative of the Executive Office and is responsible for delivering exceptional guest recovery and service through timely, personalized, and professional communication. This position investigates guest concerns, partners with operational leaders to resolve quality issues, and ensures every guest and member interaction reflects Forbes Five-Star standards.

The ideal candidate possesses exceptional communication skills, emotional intelligence, strong organizational abilities, and a passion for creating memorable guest and member experiences while protecting the reputation of The Boca Raton.

Job duties include, although are not limited to:

• Respond to guest and member post-stay surveys, post-stay emails, phone calls, social media reviews, and executive office correspondence within established service standards.
• Deliver personalized guest recovery solutions consistent with Forbes Five-Star standards and resort guidelines.
• Build genuine relationships with guests and members through thoughtful, empathetic, and individualized communication.
• Conduct thorough investigations into guest concerns by collaborating with operational departments and gathering all relevant information before resolution.
• Ensure every guest concern is fully resolved and appropriately documented.
• Recognize opportunities to exceed guest expectations through personalized service recovery.

Represent the Executive Office with professionalism, discretion, and confidentiality.

Prepare polished written correspondence on behalf of senior leadership.

Maintain confidentiality regarding guest information, executive communications, and resort operations.

Support executive investigations and special projects as assigned.

Monitor guest feedback across surveys, emails, social media, and direct correspondence.

Escalate recurring operational concerns to Quality Assurance leadership and operational leaders.

Assist with identifying service failures requiring immediate operational follow-up.

Document guest concerns accurately to support future guest recognition and service personalization.

Communicate professionally with guests, members, associates, and leadership.

Maintain Forbes Five-Star communication standards.

Produce polished written correspondence with excellent grammar and attention to detail.

Adapt communication style to individual guest needs.

Maintain complete knowledge of:

• Forbes Five-Star Standards
• Resort Mission, Vision, and Values
• Resort policies and procedures
• Hotel amenities and services
• Restaurants, outlets, hours, dress codes, and ambiance
• Membership offerings
• Resort events and programming

Maintain proficiency in:

• Qualtrics
• Medallia
• Opera PMS
• Kipsu
• Navis
• SevenRooms
• Spa Soft
• Microsoft Outlook
• Microsoft Teams
• Microsoft Excel
• Microsoft Word
• PowerPoint
• Additional systems as implemented

Reports to AVP Customer Experience, work with all departments within The Boca Raton.

Developing constructive and cooperative working relationships with others and maintaining them over time.

Communicating with Associates Outside of the Department; Representing the Quality Assurance Department to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.

Has regular contact with members, resort guests, and associates of The Boca Raton.

Education/Experience Requirements:

• High school diploma or equivalent required.
• 4-year college degree preferred with emphasis on foreign languages
• Previous work experience in high pace operations
• Luxury hospitality experience preferred
• Guest Relations or Executive Office experience preferred
• Experience handling guest recovery
• Experience communicating with senior leadership preferred
• High proficiency in computer software such as computer programs, apps, and websites preferred.
• The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.

Competencies:

• Luxury Service Excellence
• Emotional Intelligence
• Conflict Resolution
• Professional Communication
• Organization
• Time Management
• Confidentiality
• Attention to Detail
• Relationship Building
• Adaptability

Physical Requirements:

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing. In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.