Job Summary
Manager - Quality and L&D
at
The Ritz-Carlton Hotel Company, L.L.C.
Melbourne. The Ritz-C
arlton
will seek a dedicated
Quality & Learning & Development Manager
to lead the property's quality assurance and learning & development portfolios, and at times support our Take Care activities, in alignment with The Ritz-C
arlton
mission, vision, and brand standards. The ideal candidate will be passionate about upholding the highest standards of quality and audit excellence, creating a culture of learning, driving service consistency, and inspiring associate engagement to deliver world-class guest experiences.
Key Responsibilities
Quality –
Leads the hotel's quality assurance function by implementing audit readiness processes, ensuring compliance with brand standards, and driving continuous improvement across all departments. Partners with operational leaders to analyze guest feedback, identify service gaps, and develop action plans that uphold The Ritz-C
arlton
's commitment to excellence and consistent audit success.
Learning & Development –
Designs, delivers, and evaluates learning initiatives that align with brand standards and business priorities. Ensures all required training programs and annual compliance courses are completed and tracked to meet audit requirements. Coaches and supports department trainers to integrate learning into daily operations and cultivate a culture of professional growth and service excellence.
Manages quality assurance goals – attends executive committee meetings, presents analysis and recommendations, coordinates weekly quality meetings, records and communicates progress, and facilitates problem-solving and process-improvement teams.
Executes quality training programs – coordinates & delivers hotel trainings, trains executive members and managers on problem solving, develops specific training designed to improve service performance, oversees brand-required compliance training, and partners with HR on recognition programs.
Manages quality tools – verifies alignment with quality tools, ensures continuous-improvement tools are utilized, and uses data collection methods to analyze defect trends.
Manages the guest experience – reviews guest feedback with leadership, ensures corrective action, incorporates guest satisfaction into meetings, and supports operational leaders in handling feedback and complaints.
Education & Experience
2-year degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in Quality / L&D / Front of House Operations (Rooms Division, F&B, Events).
OR 4-year bachelor's degree in the same field; 2 years experience in Quality / L&D / Front of House Operations.
Essential Experience
Experience and/or knowledge of hotel business.
Ability to understand quality management practices and teach others.
Ability to understand data collection methods.
Knowledge of budget preparation and cost control.
Working knowledge of statistical measurement tools.
Effective presentation skills.
Detail orientation and analytical.
Experience/training in Medallia, Leading Quality Assurance (LQA), Brand Standard Audit (BSA), and Forbes.
Desirable Experience
Operations background in rooms or F&B highly regarded.
Previous training in guest relations.
Previous experience using database, word processing, spreadsheet, graphic, and statistical computer applications.
Benefits
Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group).
Part of Life with the Works program – flexible working hours & locations, sabbatical leave, paid leave during birthday month.
Growth, development, and progress with internationally recognised training programs and strategic development opportunities within Marriott International.
Employee Assistance Program for physical, emotional, and financial wellbeing.
Employee Referral Incentives.
Equal Employment Opportunity Statement
We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity. Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at .
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