Job Title

This range is provided by W Melbourne. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Base pay range$78,000.00/yr - $85,000.00/yrDirector of Human Resources - People, Performance & Inclusion SpecialistQuality Manager PositionW Melbourne is seeking a passionate and operations-focused Quality Manager to uphold and elevate our 5-star luxury service standards. This role is dedicated to ensuring that the hotel consistently meets and exceeds Brand Standard Audits (BSA) and Leading Quality Assurance (LQA) benchmarks while delivering exceptional guest experiences.As a key leader in operational excellence, the Quality Manager collaborates with department heads and the Learning & Development Manager to inspire, engage, and train hotel talent in the art of luxury hospitality. The role plays a pivotal part in bridging the gap between basic service and true luxury, ensuring all team members understand and execute service with intention, precision, and authenticity.Key ResponsibilitiesQuality & ComplianceOversee 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 hotels primary liaison for external quality audits and inspections.Guest Experience & Feedback ManagementMonitor 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.Training & DevelopmentPartner 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.Operations & Leadership EngagementWork closely with department heads to integrate quality assurance goals into daily operations.Champion service rituals and W Hotels'' brand culture, ensuring alignment with Marriotts core values.Inspire and engage teams through storytelling, real-time coaching, and hands-on leadership.Support leadership in creating an environment where every guest interaction is personalized, intuitive, and unforgettable.What Were Looking ForPrevious experience in luxury hotel environment, preferably in a quality, guest experience, or operational leadership role.Strong knowledge of BSA, LQA, and luxury hospitality standards.Exceptional training, coaching, and engagement skills, with the ability to inspire teams at all levels.A passion for guest experience and service transformation, with a data-driven mindset.Proven ability to lead cross-functional teams and drive operational excellence.Strong analytical skills with a solutions-focused approach.A deep understanding of W Hotels'' brand DNA and Marriott Internationals values.Why Join W Melbourne?W Melbourne isnt just a place to workits a stage where luxury, creativity, and individuality collide. Here, we dont just meet expectations; we remix luxury to create bold, unforgettable experiences. If youre ready to redefine quality and inspire a culture of excellence, this is your opportunity to make an impact.Are you in? Apply now and lets create the extraordinary together.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionQuality AssuranceIndustriesReferrals increase your chances of interviewing at W Melbourne by 2x #J-18808-Ljbffr