Quality Assurance Manager

We're Sonesta International Hotels.
The 8th largest hotel company in the U.S.-and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive -bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

The 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.

Job Description

Quality Inspections & Compliance

• Conduct 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 & Reporting

• Analyze 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 & Support

• Provide 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 Improvement

• Work 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.
  
  

Qualifications
Required:

• 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 Competencies

• Attention to Detail
  
  
• Analytical Thinking
  
  
• Problem Solving
  
  
• Coaching & Development
  
  
• Relationship Building
  
  
• Adaptability in a fast-paced environment
  
  

Work Environment & Travel
This 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.


Additional Job Information/Anticipated

Pay Range

Pay 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

Benefits

Sonesta 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 Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta 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.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.