Service Quality Manager Job at Four Seasons (Sydney)

Job Description

Reporting to the Hotel Manager, the Service Quality Manager ensures the consistent delivery and continuous improvement of the hotel's service standards by coordinating training, monitoring on‑the‑floor performance, and addressing guest and employee concerns. Through data insights, audits, and close collaboration with operational teams, the role drives service enhancement initiatives, supports departments during busy periods, and helps maintain a high‑quality, brand‑aligned guest experience.

Job Responsibility

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

Requirements

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

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Service Quality Manager

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