Quality Assurance Manager

Quality Assurance ManagerThe Quality Assurance Manager is responsible for ensuring that Sonesta-branded hotels deliver consistent, high-quality guest experiences in accordance with brand standards, service expectations, and operational guidelines. This role manages the planning, execution, and follow-up of property inspections, providing actionable insights and coaching to hotel teams to drive continuous improvement and brand compliance.Quality Inspections & ComplianceConduct scheduled and unscheduled quality assurance evaluations for Sonesta managed and franchised properties.Measure compliance against Sonesta's brand standards, including cleanliness, hotel condition, guest service, and safety.Document findings in detail using appropriate QA platform and reporting systems with focus on GSS, PIP compliance and applicable waivers.Issue formal inspection reports and follow-up on corrective action plans.Performance Analysis & ReportingAnalyze QA results to identify trends, recurring deficiencies, and best practices.Prepare performance summaries and scorecards for corporate leadership and ownership groups.Collaborate with the Brand, Operations and other applicable teams to refine standards and scoring methodologies.Training & SupportProvide onsite coaching and recommendations to General Managers, department heads, owners and management company representatives during inspections.Support new hotel openings by conducting post-opening inspections and readiness reviews.Support brand conversions, ownership changes and renovations by conducting subjective evaluations to support transitions.Continuous ImprovementWork with operations and brand teams to implement corrective actions and monitor progress.Share success stories and best practices across the Sonesta portfolio.Participate in pilot programs for new QA tools, technology, and standards.QualificationsRequired:Bachelor's degree in Hospitality Management, Business, or related field (or equivalent experience).Minimum 3–5 years of hospitality management experience, preferably in hotel operations, brand standards, or quality assurance. Experience as a Hotel General Manager is preferred.Strong knowledge of hotel operations, guest service standards, and brand compliance processes.Excellent communication, analytical, and coaching skills.Ability to travel extensively (up to 75%), both domestically and internationally.Preferred:Previous experience in brand QA inspection for a major hospitality company either from the operations or QA perspective.Familiarity with Sonesta Brand Standards, property management systems and internal infrastructure and technology.Multi-lingual proficiency is beneficial.Core CompetenciesAttention to DetailAnalytical ThinkingProblem SolvingCoaching & DevelopmentRelationship BuildingAdaptability in a fast-paced environmentWork Environment & TravelThis position requires extensive travel to Sonesta properties across assigned regions. Inspections will include overnight stays. The role is home-office based when not traveling with occasional required visits to the Corporate office in Newton, MA.Pay RangePay Range: $85,000 to $95,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific overall experience.BenefitsSonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:Medical, Dental and Vision InsuranceHealth Savings Account with Company Match401(k) Retirement Plan with Company MatchPaid Vacation and Sick DaysSonesta Hotel DiscountsEducational AssistancePaid Parental LeaveCompany Paid Life InsuranceCompany Paid Short Term and Long Term Disability InsuranceVarious Employee Perks and DiscountsHospital IndemnityCritical Illness InsuranceAccident InsuranceSonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.