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Quality Assurance Manager

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Four Seasons

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Location:
Thailand , Bangkok

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Four Seasons Hotel Bangkok is looking for a Quality Assurance Manager. Candidate with passion for excellence, expertise in hospitality operations and proven leadership experience. The Quality Assurance Manager is responsible for overseeing all quality‑related initiatives to ensure that the hotel consistently meets Four Seasons standards and delivers exceptional guest experiences. This role leads internal audits, supports Forbes and LQA readiness, drives continuous improvement, and partners closely with operational leaders to enhance service culture, consistency, and guest satisfaction.

Job Responsibility:

  • Lead the hotel’s Quality Assurance function, promoting a service culture rooted in Thai hospitality and Four Seasons luxury standards
  • Serve as the internal ambassador for Four Seasons service standards, Forbes Travel Guide criteria, LQA protocols, and STM practices across all areas
  • Coach employees to reinforce service behaviors
  • Champion Glitchology, knowledge testing, and continuous learning initiatives
  • Develop and maintain property‑specific quality standards and SOPs
  • Ensure all departments adhere to Benchmark standard testing, Forbes and LQA service requirements
  • Support leaders in embedding quality systems into daily operations
  • Lead regular property-wide inspections and audits
  • Oversee preparation for Forbes Travel Guide and LQA assessments
  • Manage ongoing internal and external quality assessments
  • Monitor performance trends and benchmark results
  • Analyze guest feedback from Qualtrics, LQA, online reviews, and daily glitches
  • Evaluate Bangkok‑specific guest expectations to improve guest journey touchpoints
  • Lead full Guest Journey Cycle reviews and translate insights into improvement plans
  • Present regular quality performance updates and trend reports to the Planning Committee
  • Partner with leaders across all departments to enhance service delivery and operational quality
  • Collaborate with Learning & Development to align training programs
  • Maintain communication systems such as quality committees, daily briefings, and monthly quality reviews
  • Guide departments in creating and executing action plans following audits, inspections, or guest feedback
  • Identify best practices from Four Seasons properties globally and adapt them
  • Lead quality-improvement workshops and service-behavior calibration sessions
  • Initiate improvements in hotel systems, communications, and service flow
  • Partner with Learning & Development to provide specialized training
  • Maintain a strong Designated Trainer program
  • Conduct Forbes/LQA simulations, service refreshers, and skill‑based workshops
  • Measure training effectiveness through behavioral observations, performance metrics, and guest sentiment analysis
  • Adhere to Four Seasons Work Rules and Standards of Conduct
  • Ensure all quality‑related practices comply with local regulations and Four Seasons global guidelines

Requirements:

  • Bachelor’s degree in Hospitality Management or related field preferred
  • 3–5 years of experience in Quality Assurance or operations within luxury hospitality
  • Strong familiarity with Forbes Travel Guide, LQA, and Four Seasons core standards
  • Proven skills in data analysis, guest feedback interpretation, and performance monitoring tools (e.g., Qualtrics)
  • Confident communicator with strong facilitation, coaching, and presentation skills
  • Demonstrated ability to collaborate across diverse operational teams
  • High level of organization, attention to detail, and passion for luxury service
  • Understanding of cultural nuances and guest expectations specific to the Bangkok market
What we offer:
  • Be part of a cohesive team with opportunities to learn, grow and develop
  • Have the opportunity to engage in diverse and challenging work
  • Derive a sense of pride in work well done
  • Be recognized for excellence

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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