Manager - Quality and L&D

The Ritz-Carlton Melbourne

Join our Ladies & Gentlemen: Manager - Quality & L&D 

The Ritz-Carlton, Melbourne is seeking a dedicated Quality & Learning & Development Manager to lead the property’s quality assurance, learning, and engagement programs. This role ensures that all training and service excellence initiatives are aligned with The Ritz-Carlton mission, vision, and brand standards. The ideal candidate will be passionate about creating a culture of learning, driving service consistency, and fostering associate engagement to deliver world-class guest experiences.

Job Summary

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level.  This position champions the Quality function and builds support for change. Oversees service quality, identifies training needs, and ensures all required learning programs and annual compliance trainings are completed and tracked in line with brand audit requirements. Leads associate engagement and Take Care initiatives to support a positive work culture and continuous improvement at the property level. This position champions quality, learning, and engagement, building support for excellence and change.

Candidate Profile

Education And Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, F&B and Events operations. 

Or

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, F&B and Events operations. 

Essential Experience

• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teaches to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and the control of costs.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical
• Experience/trained in Medallia, Leading Quality Assurance (LQA), Brand Standard Audit (BSA), and Forbes 

Desirable Experience

• Operations background of rooms or F&B background highly regarded 
• Previous training in guest relations.
• Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.

Core Work Activities

Managing Quality Assurance Goals
•    Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
•    Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
•    Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
•    Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
•    Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution. 
•    Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
•    Immerses in operations to better understand issues/defects faced on the ground.
•    Drives several initiatives for business standard audits and guestvoice.
•    Conducts monthly audit to verify compliance with company and brand standards.
•    Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
•    Directs property quality efforts to address critical customer requirements.
•    Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs
•    Coordinate & deliver hotel trainings including to all Ladies & Gentlemen. 
•    Train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
•    Develops specific training designed to improve service performance.
•    Drives brand values and philosophy in all training and development activities.
•    Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
•    Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
•    Coordinates and delivers all hotel training programs for Ladies and Gentlemen, ensuring alignment with The Ritz-Carlton Balance Score Card, mission, vision, and Gold Standards.
•    Leads the delivery of key brand learning experiences including New Hire Orientation, Day 21, Day 365, and The Three Steps of Service. 
•    Oversees the property’s brand-required compliance training and other mandatory learning modules.
•    Oversee training completion rates, ensuring all ladies & gentlemen and leaders meet compliance standards and the property passes quarterly learning and brand audits. 
•    Identifies performance gaps through quality data and guest feedback, and partners with department heads to design and deliver targeted training to improve service performance.
•    Drives the company’s values and service philosophy through all learning initiatives to build a strong culture of excellence and engagement.
•    Partners with Human Resources to execute recognition and Take Care programs, celebrating associates’ contributions to the Quality and Service Excellence journey.

• Managing Quality Tools
•     Verifies that management practices at all levels are aligned with quality tools.
•     Verifies the tools for continuous improvements are in place and being utilized.
•     Uses data collection methods to identify, compile, display, track, and analyze defect trends.

Managing the Guest Experience
•    Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
•    Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
•    Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
•    Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.). 
 

Our Benefits:

• Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
• Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend

Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people first for 90+ years. Apply now!

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 rc.melrz.hr@ritzcarlton.com.