Quality Manager
Location: W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
Schedule: Full Time
Position Type: Management
About the Company
Explore an exciting new career path at W Hotels where your authenticity is celebrated. W Sydney, the largest W Hotel in the world and a keystone of Darling Harbour, is redefining luxury and lifestyle hospitality. With bold design, vibrant energy, and world‑class service, we create unforgettable experiences for our guests.
Position Summary
This position is responsible for implementing quality assurance processes and ensuring all training and development activities are strategically linked to the company’s mission and vision, brand standards, target customer needs, talent satisfaction, and focus on continuous improvement at the property level. The quality manager champions the quality function and builds support for change.
Key Responsibilities
- Lead and implement quality assurance programs across all guest touchpoints
- Drive compliance with brand standards and audits and look at ways for continuous improvement initiatives for guest experience
- Attend daily senior leadership meetings to give real‑time updates on hotel performance
- Address guest incidences and attend monthly department meetings to enhance quality training
- Partner key stakeholders in the hotel and managers on problem solving, process improvement, and strategic planning techniques
- Present and share weekly analysis on defect trends, guest feedback and provide recommendations on focus areas
- Support operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.)
- Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
Key Requirements
- Experience and/or knowledge of luxury hotel environment
- Ability to understand quality management practices and teach to others with effective presentation skills
- Knowledge of budget preparation and cost control
- Previous background in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
- Strong understanding of Rooms and Beverage & Food Operations
- Working knowledge of statistical measurement tools, data collection methods, using databases, guest review platforms, word processing, spreadsheet, graphic and statistical computer applications
- Detail oriented and analytical skills with a strong eye for detail
- Understanding of hotel systems such as Opera
Benefits
- Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
- The best hotel training opportunities produced independently by W Sydney and internationally recognized training programs by Marriott International
- Discounts on accommodation and food & beverage across Marriott International
- Wellbeing & mindfulness programs to ensure you stay healthy
- Employee Assistance Program
- Birthday Leave
- ‘Outstanding Places to Work’ certified
Additional Information
Job Number: 25183538
Job Category: Procurement, Purchasing, and Quality Assurance
Location: W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
Schedule: Full Time
Located Remotely? N
Position Type: Management
Seniority level: Entry level
Employment type: Full-time
Job function: Quality Assurance
Industries: Hospitality
Referrals increase your chances of interviewing at W Hotels by 2x.
#J-18808-Ljbffr