Job Description SummaryThe 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 DescriptionQuality 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 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 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
