Quality Manager

AUTHENTICALLY YOU

Explore an exciting new career path at W Hotels where your authenticity is celebrated. W Hotel's work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.

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.

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.

POSITION SUMMARY

The position is responsible for implementing quality assurance processes and ensures 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. This position champions the Quality function and builds support for change. Key responsibilities include, but not limited to;

• Lead and implement quality assurance programs across all guest touchpoints
• Drive compliance with brand standards and audits and looks at ways for continuous improvement initiatives for guest experience 
• Attends daily senior leadership meetings to give real time updates on hotel performance
• Address guest incidences and attends monthly department meetings to enhance quality training
• Partners key stakeholders in the hotel and managers on problem solving, process improvement, and strategic planning techniques
• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas
• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.)
• Stays visible and interfaces 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 teaches to 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 orientated 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

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.