Quality Coordinator (Seasonal) 
(19607)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

The Quality Coordinator supports the Director of Quality & Sustainability in maintaining Forbes Five-Star luxury standards and reinforcing brand excellence across all departments. This role plays a key part in executing quality assurance processes, monitoring guest satisfaction performance, and ensuring compliance with brand standards such as FTG, LQA, and AMEX FHR.

The Quality Coordinator works closely with operational leaders to promote service excellence, monitor performance indicators, and support continuous improvement initiatives that enhance the guest experience while safeguarding brand integrity.

About the Job

• As a Quality Coordinator, you will be responsible for supporting the implementation and monitoring of quality systems throughout the resort. Your main focus will be to ensure consistency in service standards and assist departments in achieving exceptional guest satisfaction results.

About You

• You are detail-oriented, service-driven, and passionate about luxury hospitality. You have a strong eye for excellence and understand that small details create extraordinary guest experiences.

Key Responsibilities:

• Quality Assurance & Standards
• Support the execution of weekly Quality Meetings and follow up on HOD action plans related to guest feedback.
• Conduct regular inspections and audits to ensure compliance with Forbes Travel Guide (FTG), Leading Quality Assurance (LQA), and brand standards.
• Assist in monitoring and reinforcing grooming standards, brand protocols, and operating procedures.
• Support preparation and tracking of action plans following official audits and evaluations (FTG, LQA, AMEX FHR).
• Assist with the revision, documentation, and record-keeping of Standard Operating Procedures (SOPs).
• Guest Experience & Performance Monitoring
• Monitor and respond guest feedback channels including surveys, ReviewPro, online reviews, glitches, and direct feedback.
• Prepare the monthly Top Defects Report to support operational leaders in developing improvement strategies.
• Support preparation of the Quality section for the Monthly Business Review presentation (by the 5th of each month).
• Monitor data capture accuracy in the Opera system to ensure complete guest profile information.
• Provide constructive feedback and coaching support to departments to enhance guest service delivery.
• Training & Compliance Support
• Coordinate and track AMEX Fine Hotels & Resorts (FHR) online training completion for Rooms Division and Reservations (biannual cycles).
• Support delivery of quality-focused training initiatives to enhance service standards.
• Follow up with departments to ensure compliance with required brand certifications and standards.
• Support in coordinating data collection for EarthCheck and carbon footprint tracking.  

Qualifications & Skills:

• Experience in luxury hospitality, preferably in Rooms Division, Guest Relations, or Quality Assurance.
• Strong understanding of Forbes, LQA, or similar luxury standards (preferred).
• Excellent analytical skills with ability to interpret guest feedback data and performance metrics.
• Strong organizational skills and ability to manage multiple follow-ups simultaneously.
• Effective communication and interpersonal skills to interact with leaders and operational teams.
• High level of discretion, professionalism, and commitment to brand standards.
• Proficiency in Opera Cloud, ReviewPro, and Microsoft Office is highly desirable.
• Fluency in English and Spanish preferred. 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.