About the job
Job Purpose
The Quality Manager will spearhead the establishment of a culture centered around quality and service excellence throughout the hotel, guaranteeing adherence to Fairmont brand standards and luxurious expectations. This pivotal role encompasses the oversight of quality assurance initiatives, including LQA, brand compliance audits, and the evaluation of guest experience performance. Collaborating closely with department heads and the Learning & Development team, the Quality Manager will facilitate ongoing improvements and structured training programs aimed at enhancing service consistency, product quality, team performance, and overall guest satisfaction.
Primary Responsibilities
- Develop and implement an effective Quality Assurance framework aligned with Fairmont brand standards.
- Lead and coordinate all internal and external quality audits, such as LQA and brand audits.
- Design a robust on-property self-assessment program, ensuring departmental accountability for monthly quality reviews.
- Conduct regular self-audits and follow-up assessments to maintain compliance and foster continuous improvement.
- Utilize audit results, guest feedback, and operational performance data to identify quality gaps and opportunities for enhancement.
- Aggregate and analyze Voice of Guest data from various sources, presenting trends to the Executive Committee.
- Advocate for guest insights during daily operational meetings, emphasizing key concerns and performance metrics.
- Prepare and deliver comprehensive quality performance reports to the Hotel Manager and Executive Committee.
- Collaborate with department heads to drive corrective and preventive action plans.
- Ensure the execution of brand standards across all hotel areas, maintaining expected luxury levels in guest experience and product quality.
- Act as a secondary escalation point for complex guest concerns when necessary.
- Monitor service recovery trends and assist operational teams in enhancing recovery effectiveness through the Own It program.
- Co-chair the Service Excellence Committee, consolidating feedback and leading monthly reviews with key department heads.
- Ensure daily departmental briefings reinforce operational priorities, service standards, and quality focus.
- Creatively promote LQA and Fairmont service standards to ensure hotel-wide awareness and compliance.
- Conduct regular competitor assessments and mystery shopping to identify service enhancement opportunities.
