Service Quality Manager

About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location: When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.
What you will Do
Take responsibility for all aspects of Service Quality management in the hotel
Ensure flawless delivery of standards in our food & beverage outlets, banquet rooms, guest suites, cabana and pool area and all supporting areas of the hotel
Identify areas of improvement through data collection, audits, and on the floor presence
Deliver service improvement programs and initiatives to best achieve long-term business success and support the hotel’s strategic direction
Partner with stakeholders to ensure employees have the training and tools to deliver service and cultural standards and achieve desired results
Plan, coordinate, and execute related projects assigned by the Hotel Manager and or Learning & Development Manager
Ensure consistency of the service experience for our guests in delivering brand standards.
What you bring
2+ years' experience in an Assistant Manager capacity within an operational department, preferably within a luxury brand
A strong grasp of operational standards and the ability to understand Service Quality management practices, data analysis and key metrics
A style that is authentic, engaging and strategic, based on identified business priorities
Impeccable communication, collaboration and influencing skills when partnering with stakeholders to improve Service Quality
The ability to organise, prioritise and be strategic in actions taken to make the biggest impact
Effective presentation skills, detail orientation and competent in articulating, coaching and training other
What we offer:
Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
Candidates will need the right to work in Australia