This range is provided by W Melbourne. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$78,000.00/yr - $85,000.00/yr
Director of Human Resources - People, Performance & Inclusion Specialist
Quality Manager Position
W Melbourne is seeking a passionate and operations-focused Quality Manager to uphold and elevate our 5-star luxury service standards. This role is dedicated to ensuring that the hotel consistently meets and exceeds Brand Standard Audits ( BSA ) and Leading Quality Assurance (LQA) benchmarks while delivering exceptional guest experiences.
As a key leader in operational excellence, the Quality Manager collaborates with department heads and the Learning & Development Manager to inspire, engage, and train hotel talent in the art of luxury hospitality. The role plays a pivotal part in bridging the gap between basic service and true luxury, ensuring all team members understand and execute service with intention, precision, and authenticity .
Key Responsibilities
Quality & Compliance
* Oversee and manage compliance with BSA and LQA standards, ensuring the hotel consistently meets brand and luxury expectations.
* Conduct regular internal audits and assessments, providing guidance and action plans to elevate service quality.
* Lead pre-audit preparations and post-audit improvement initiatives, ensuring corrective actions are implemented effectively.
* Serve as the hotel’s primary liaison for external quality audits and inspections.
Guest Experience & Feedback Management
* Monitor guest satisfaction metrics (e.g., GSS, Medallia, social reviews ) and work with leadership to address service gaps.
* Analyze trends in guest feedback and implement strategies to improve key service areas .
* Collaborate with operational teams to resolve guest concerns and ensure recovery efforts exceed expectations.
Training & Development
* Partner with the L&D Manager to develop and execute training programs that reinforce luxury service standards .
* Lead immersive service culture workshops, coaching teams on the nuances of high-end hospitality.
* Conduct mystery audits and coaching sessions to reinforce luxury service behaviors.
* Empower and mentor leaders to drive a culture of continuous improvement and service excellence .
Operations & Leadership Engagement
* Work closely with department heads to integrate quality assurance goals into daily operations.
* Champion service rituals and W Hotels' brand culture, ensuring alignment with Marriott’s core values .
* Inspire and engage teams through storytelling, real-time coaching, and hands-on leadership.
* Support leadership in creating an environment where every guest interaction is personalized, intuitive, and unforgettable .
What We’re Looking For
* Previous experience in luxury hotel environment, preferably in a quality, guest experience, or operational leadership role .
* Strong knowledge of BSA, LQA, and luxury hospitality standards .
* Exceptional training, coaching, and engagement skills, with the ability to inspire teams at all levels.
* A passion for guest experience and service transformation, with a data-driven mindset.
* Proven ability to lead cross-functional teams and drive operational excellence .
* Strong analytical skills with a solutions-focused approach .
* A deep understanding of W Hotels' brand DNA and Marriott International’s values .
Why Join W Melbourne?
W Melbourne isn’t just a place to work—it’s a stage where luxury, creativity, and individuality collide. Here, we don’t just meet expectations; we remix luxury to create bold, unforgettable experiences. If you’re ready to redefine quality and inspire a culture of excellence, this is your opportunity to make an impact.
Are you in? Apply now and let’s create the extraordinary together.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Quality Assurance
* Industries
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