Supplier Quality Assurance Auditor

The Supplier Quality Assurance Auditor provides independent assurance that accommodation-related services across the hotel portfolio are delivered in accordance with agreed contracts, service standards, financial controls and company requirements.

The role applies a risk-based audit approach to outsourced and internally delivered services, including housekeeping, linen and laundry, public-area cleaning, guest supplies and amenities, specialist cleaning and other contracted guest-facing services.

It verifies evidence, identifies control weaknesses and financial leakage, and follows corrective actions through to completion.

It is an independent audit role and does not manage operational teams or suppliers.

Key Responsibilities

• Audit Planning and Service Verification
• Develop and maintain a risk-based audit programme covering accommodation services across the hotel portfolio.
• Review contracts, service-level agreements, specifications, schedules, operating records and local sign-off processes.
• Conduct planned and unannounced site audits, sample checks and document reviews to verify that services have been delivered as recorded.
• Assess the accuracy and completeness of operational evidence, including service logs, worksheets, staffing records, exception reports and completion records.
• Identify service failures, control gaps, unsupported activity and recurring non-compliance across hotels and suppliers.
• Ensure the scope of audits reflects business risk, financial value, guest impact and previous findings.
• Contract and Financial Assurance
• Reconcile supplier invoices and charges against approved contracts, service records and evidence of delivery.
• Verify service quantities, agreed rates, additional work, credits, service-level deductions and other contractual adjustments.
• Identify overbilling, duplicate charges, unsupported extras, incorrect rates, missed credits and other financial discrepancies.
• Prepare clear variance reports showing the control issue, evidence reviewed, financial impact, responsible owner and required action.
• Provide documented audit findings to hotel management and Finance before invoices are approved for payment.
• Track disputed items and confirm that agreed corrections, credits or recoveries have been completed.
• Quality, Compliance and Control Testing
• Test compliance with company standards, contractual obligations, health and safety requirements, hygiene controls and relevant operating procedures.
• Review whether local management controls are appropriately designed, consistently applied and supported by reliable evidence.
• Audit service areas such as room servicing, linen and laundry, public areas, guest amenities, specialist cleans and other accommodation-related activities.
• Evaluate supplier performance against agreed service levels and identify trends that may affect guest experience, cost or operational risk.
• Maintain a complete and organised audit trail for each review, including evidence, findings, management responses and closure confirmation.
• Remain independent from operational teams and suppliers and avoid undertaking service management, supervision or supplier approval duties.
• Reporting and Continuous Improvement
• Produce concise audit reports that clearly distinguish facts, evidence, risk, financial impact and recommended actions.
• Maintain a central findings and action tracker with named owners, target dates, status and evidence of closure.
• Analyse recurring findings across hotels and suppliers to identify root causes, systemic weaknesses and opportunities to strengthen controls.
• Escalate significant, repeated or unresolved issues promptly to the Head of Operations and relevant senior stakeholders.
• Verify that corrective actions have been implemented and are operating effectively before closing audit findings.
• Recommend practical improvements to contracts, procedures, reporting, sign-off controls and supplier governance.
• Communication and Professional Standards
• Communicate findings objectively, professionally and constructively to hotel management, Finance, Procurement and relevant service providers.
• Build effective working relationships while maintaining appropriate independence and professional challenge.
• Demonstrate accuracy, integrity, confidentiality, accountability and sound judgement in all audit activity.
• Follow company policies and procedures, including data protection, confidentiality, health and safety and operational standards.
• Complete all mandatory and role-specific training within the required timescales.
• Performance & Objectives
• You will be assigned objectives, targets, and/or key performance indicators (KPIs) by your line manager.

These will be reasonable, relevant to your role, and aligned with business needs.

Performance against these objectives may be reviewed as part of regular supervision, appraisal, or performance management processes.

Skills, Experience and Attributes

• Essential: proven professional experience in internal audit, operational audit, compliance, contract assurance, financial control or a comparable evidence-based audit role.
• Experience auditing outsourced services, multi-site operations, accommodation, hospitality, facilities, retail, food safety or another compliance-led environment is desirable.
• Hotel or housekeeping experience is not essential; independence, audit discipline and transferable control experience are more important.
• Strong analytical, numeracy, spreadsheet and data-review skills, with the ability to reconcile multiple sources of information accurately.
• Able to understand contracts, service specifications, operational records, invoices and supporting evidence.
• Confident identifying weaknesses, challenging discrepancies and communicating findings professionally at all organisational levels.
• Commercially aware and alert to control failure, non-compliance, financial leakage and supplier-performance risk.
• Highly organised, objective, consistent and reliable when managing an audit programme, evidence and deadlines.
• Able to travel across the London hotel portfolio and adapt working times to operational requirements where necessary.
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