Quality Control and Customer Experience Coordinator

Job Summary

Chief Vibe Officer & Perfectionist (a.k.a. Quality Control & Customer Experience Coordinator)

Location: The Devlin

Position Type: Full-Time / On-Site

Reports To: Management

Got a secret passion for fluffy towels, flawless first impressions, and turning “good stays” into “unforgettable core memories”?

At The Devlin, we believe boutique hospitality shouldn’t just be good—it should be exceptional and guest oriented. We’re on the hunt for a eagle-eyed, guest-obsessed Quality Control & Customer Experience Coordinator who can spot a crooked pillow at 20 paces and turn a guest query into a moment of pure magic.

Part quality detective, part guest champion, and part cheerleader for our amazing team, this role is the heartbeat of our property. If you thrive on variety, love solving puzzles with empathy, and take pride in creating high-end, memorable experiences, step right up!

What You’ll Do (Your Daily Mission)

1. The Quality Hawk (QC & Property Standards)

• Keep Housekeeping Hyped: Lead weekly pep talks and check-ins with our awesome housekeeping crew. You’ll keep them in the loop on arrivals, check out what they need, and make sure they feel supported every single day.
• Daily Inspections with an Eye for Detail: Stroll the grounds, guest rooms, and back-of-house areas to ensure every space smells great, looks stunning, and works perfectly.
• Spot & Solve: Notice a loose doorknob or a flickering bulb? Catch maintenance and cleanliness hiccups early and sync with the right teams to fix them before guests even notice.
• Elevate the Amenities: From luxury bath products to cozy lobby touches, ensure everything is stocked, gorgeous, and operational.
• Level Up Front Desk Ops: Partner with management to review phone etiquette and secret upselling tips, sharing best practices in weekly front desk huddles.

2. The Guest Whisperer (Customer Experience & Relations)

• Turn Service into Magic: Be the go-to person for guest feedback, inquiries, and special requests. Handle hiccups with warmth, speed, and genuine empathy.
• Work the Room: Mingle with guests in house, anticipate their needs before they ask, and collect real-time feedback.
• VIP Red Carpet Treatment: Review upcoming reservations, flag VIPs, and collaborate with management on tailored surprise-and-delight touches.
• Master the Reputation: Monitor online reviews and social feedback. Respond thoughtfully to rave reviews and constructive notes, looping in management on major trends.
• Pitch In: Jump in at the front desk or in guest-facing areas whenever things get busy—you love being where the action is!

3. The Behind-the-Scenes Director (Admin & Training)

• Keep Supplies Flowing: Track inventory for housekeeping products and breakfast goodies. Place Purchase Orders so we never run out of guest favorites.
• VIP Group Specialist: Manage group billing and foster a stellar relationship with our friends at Can/Am to keep them coming back year after year!
• Coach the Team: Welcome and train incoming front desk team members on our standard operating procedures.
• Tech Wizard: Make sure staff are confident navigating our Property Management Software and daily tools (like Akia and Flexkeeping).
• Track the Wins: Keep clear records of inspections and guest feedback, creating quick, actionable reporting that helps us keep getting better every day.

Who You Are

• A Detail Nut: Nothing gets past you! You get genuine satisfaction from a perfectly made bed, a sparkling lobby, and seamless guest operations.
• A People Person: You bring positive energy, active listening, and warmth to every conversation—whether with a first-time guest or a veteran housekeeper.
• A Proactive Problem Solver: When something goes wrong, you don’t panic—you pivot, fix it, and make sure it doesn’t happen again.
• Tech-Savvy & Organized: Comfortable juggling inventory, property management software (Flexkeeping, Akia, etc.), and group billing without breaking a sweat.
• A Team Cheerleader: You know that high standards start with a motivated, supported team.

Why You’ll Love Working With Us

• A Culture That Cares: Work in a stylish, vibrant boutique hotel environment where your ideas matter and your hard work is noticed.
• Variety Every Day: No two days are the same—from menu tasting for breakfast items to welcoming VIP guests and coaching colleagues.
• Growth & Support: We provide the tools, technology, and backing you need to shine and grow in your hospitality career.

Ready to create flawless stay experiences with us?

Send over your resume and a quick note telling us about a time you went above and beyond for a guest or teammate. We can’t wait to meet you!

Pay: $24.00 - $26.00 per hour

Expected hours: 40.0 – 45.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $24 - $26