Job Information
Job Number: 26037158Job Category: Procurement, Purchasing, and Quality AssuranceLocation: W Sydney, 31 Wheat Road, Sydney, NSW, 2000Schedule: Full TimePosition Type: ManagementReport to: General Manager
Job Overview
We have a rare opportunity for a dynamic and strategic Quality Manager to join the W Sydney Tribe. Reporting directly to the General Manager, this instrumental role will drive excellence across our Rooms and Beverage & Food Operations, ensuring the highest standards of guest satisfaction and operational performance.
Key Responsibilities
* Lead and implement quality assurance programs across all guest touchpoints
* Drive compliance with brand standards and audits and look 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 with key stakeholders and hotel 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 responding to and handling 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 a luxury hotel environment
* Ability to understand quality management practices and teach 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 a related professional area
* Strong understanding of Rooms and Beverage & Food Operations
* Working knowledge of statistical measurement tools, data collection methods, databases, guest review platforms, word processing, spreadsheets, and graphic and statistical applications
* Detail oriented and analytical skills with a strong eye for detail
* Understanding of hotel systems such as Opera
Benefits
* Discounts on hotel rooms within the Marriott International group for you and your family & friends
* Hotel training opportunities produced 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
Diversity & Inclusion Statement
Marriott International is an equal opportunity employer that does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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