Quality Assurance Supervisor

Responsibilities

• Partner with departmental leaders to identify training needs and opportunities for service improvement.
• Observe and enforce Forbes service standards.
• Review quality metrics and data, including Glitches, LQA, Forbes, Coyle, AAA, GES scores, and Standards Testing to support training initiatives.
• Observe resort services and provide coaching and feedback to managers and employees.
• Support front-of-house teams in preparing for audits and maintaining brand standards.
• Maintain Service Training Manuals and ensure new hire training checklists are completed.
• Support the Certified Departmental Trainer program by training, coaching, and developing departmental trainers.
• Afford large scale trainings, including facilitation, material preparations, sending invites, and planning with both attendees and facilitators.
• Cook service quality campaigns, training programs, and employee initiatives.
• Organize training logistics, including scheduling, materials, facilitator communication, and meeting coordination.
• Track all employee specialized training certifications including, CPR, TIPS, ServSafe, Ethics & safety, etc., maintaining accurate certification records.
• Prepare reports and support Learning & Development programs as needed.
• Analyze operational data, secret shopper reports, and performance metrics to identify training opportunities and recommend solutions.

Requirements

• Excellent personal presentation, communication, and interpersonal skills.
• Flexible schedule with the ability to work days, evenings, and occasional weekends, as business needs require.
• A Hospitality or Hotel Management degree or related area is preferred.
• Previous luxury hospitality experience preferred.
• Experience in public speaking, delivering training, and coaching employees is required.
• Strong organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency with Microsoft applications, learning management systems, and reporting tools.
• Must demonstrate professionalism, integrity, and the ability to maintain strict confidentiality.
• Ability to stand and walk up to 8 hours.
• Ability to push, pull, and lift up to 40 pounds.

Qualifications

• Successful candidate must possess legal work authorization in the United States.

Benefits

• Discounted housing available
• Employee Travel Program!
• Medical, dental, and vision insurance for you and your family
• 5 weeks paid time off
• Retail, spa, and F&B discounts
• Free Employee Cafeteria meals
• Discounted/transferable ski passes
• Free ski storage