Quality Manager - W Sydney
Location: W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia, 2000
Schedule: Full Time
Position Type: Management
Position Summary
We have a rare opportunity for a dynamic and strategic Quality Manager to come 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.
The 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 a focus on continuous improvement at the property level. This position 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 others with effective presentation skills
* Knowledge of budget preparation and the control of costs
* 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
* 'Great Places to Work' certified
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