Quality Manager

Job description

NATURAL TALENT

Explore an exciting new career path at W Hotels where your natural talent 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.

CURATING ORIGINALITY TAKES TALENT

W Brisbane located at 81 North Quay, Brisbane City is hiring a dynamic and strategic Quality Manager to join our W Brisbane team. Reporting to the Hotel Manager, this role is responsible for overseeing quality standards, enhancing processes, and ensuring regulatory and organisational compliance. 

You will champion continuous improvement initiatives while supporting and guiding team members to achieve excellence and ensure the highest standards of guest satisfaction and operational performance. 

RESPONSIBILITIES

·  Lead daily and monthly quality reviews by providing real‑time performance updates, addressing guest incidents, and supporting ongoing quality training.
·  Analyse weekly defect trends and guest feedback, presenting insights and recommendations to guide focus areas.
·  Coordinate weekly Quality Meetings covering guestVoice results, top incidents, and BSA priorities.
·  Track, record, and communicate progress of quality initiatives to ExCom, managers, associates, and corporate stakeholders.
·  Facilitate problem‑solving sessions to ensure systematic methodologies, quality tools, and full resolution of service defects.
·  Lead process improvement teams to drive measurable, sustainable operational enhancements.
·  Engage with operations regularly to understand on‑ground challenges and implement initiatives that strengthen BSA and guestVoice performance.
·  Conduct monthly quality audits to ensure compliance with brand standards and regulatory requirements.
·  Direct property‑wide quality efforts, ensuring alignment with customer expectations and executing decisions that advance key goals.
·  Manage guest experience programs by reviewing feedback with leaders, resolving guest concerns, and modelling service behaviours that enhance satisfaction.

ABOUT YOU

·  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

·  The best hotel training opportunities produced independently by W Brisbane and internationally recognized training programs by Marriott International
·  ‘Great Places to Work’ certified
·  Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends
·  Discounts on food & beverage across all our hotels
·  Recognition programs to keep you motivated
·  Wellbeing & mindfulness programs to ensure you stay healthy
·  Employee Assistance Program

MI RECOGNITION

Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine, DiversityInc and Great Places to Work Institute, among others.

MI CAREERS SOCIAL MEDIA ACCOUNTS

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LEARN MORE

Visit whotels.com/careers to learn more about our workplace culture and career opportunities.

DIVERSITY AND INCLUSION 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 Katharine.kennedy@whotels.com  

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.