Quality Manager Position W Melbourne a Hotel, part of Marriott International, 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.
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