Quality Manager

**Additional Information**
**Job Number**25031071
**Job Category**Procurement, Purchasing, and Quality Assurance
**Location**W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia, 3000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**Are you excited to work and create epic moments for guests at our multi-award-winning venues?**

Come and join Marriott International, the largest hotel network in the world. W Melbourne is one of Marriott's luxury brands, and our mission is to ignite curiosity and expand worlds. Our tribe is diverse and enabled to be the best version of themselves. If this sounds like your next workplace, read the below

**About the Hotel - W Melbourne**

W Melbourne is the rebel between the streets, sitting in the heart of the Melbourne CBD on the iconic Flinders Lane, the luxury hotel takes its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

**Why Choose W Melbourne?**
- **Competitive Salary and Reviews**: Benefit from a competitive salary with an annual salary review every July.
- **Mentor/Buddy Program**:Benefit from our mentor/buddy program and thrive in a diverse, collaborative environment where we set you up for success.
- **Career Advancement**: Grow your career with Marriott International, with opportunities for interstate and global transfers through internal channels.
- **Prime Location**:Work in Melbourne CBD, conveniently close to public transport and public parking spaces.
- **Birthday Perks**: Celebrate your birthday with a paid day off because we value our rockstars - YOU
- **Exclusive Discounts**: Enjoy 35% off food and beverages at W Melbourne, plus global room night discounts from Marriott International for you and your loved ones.
- **Community and Talent Engagement**:Participate in W Melbourne's Take Care initiatives and contribute to meaningful community service projects.
- **Award-Winning Workplace**: Be part of our success, working at a Certified Great Place to Work, with accolades including a Two Hatted Restaurant, Best Deluxe Restaurant, Award-Winning Event Spaces, and Award-Winning Bar Design.
- **Employee Referral Bonus**: Take advantage of our employee referral bonus and enjoy working alongside your tribe.

**What We Expect of You**
- A proactive and upbeat demeanor that inspires excellence.
- Keen to take on new challenges and grow within your career.
- Embody a polished professionalism with an audacious approach to creativity; and a playful individual who is passionate in creating memorable guest experiences.

**What You Will Do**
- 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.
- 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.
- 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.
- Champion service rituals and W Hotels' brand culture, ensuring alignment with Marriott's core values
- W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you._
- Marriott International is an equal op