Quality Manager

About the Role

St. Regis is seeking a Quality Manager to implement quality assurance processes and ensure training and development activities align with the company’s mission, vision, brand standards, and customer needs. This full-time position focuses on continuous improvement at the property level and champions the Quality function, building support for change. The role requires 2-5 years of relevant experience.

Key Responsibilities

• Attend daily executive committee meetings to provide real-time updates on hotel performance and address guest incidents.
• Participate in monthly department meetings to enhance quality training.
• Present weekly analysis on defect trends and guest feedback, offering recommendations for focus areas.
• Coordinate weekly quality meetings centered on guestVoice, top incidents, and business standard audits.
• Record, track, and communicate progress of quality-related activities to executive committee members, managers, associates, and the corporate office.
• Facilitate problem-solving meetings to ensure adherence to systematic processes and the use of quality tools for resolution.
• Lead process improvement teams, verifying systematic processes are used and improvements are achievable and measurable.
• Engage in operations to understand on-the-ground issues and defects.
• Drive initiatives for business standard audits and guestVoice.
• Conduct monthly audits to ensure compliance with company and brand standards.
• Make and execute decisions necessary to achieve property goals.
• Direct property quality efforts to address critical customer requirements.
• Partner with Learning & Development (L&D) to train executive committee members and managers on problem-solving, process improvement, and strategic planning techniques.
• Develop specific training programs to improve service performance.
• Promote brand values and philosophy in all training and development activities.
• Collaborate with the L&D team to ensure transfer of learning occurs.
• Identify performance gaps and work with managers to develop and implement appropriate training.
• Partner with HR on the hotel recognition program for associates involved in the quality process.
• Ensure management practices at all levels align with quality tools and that continuous improvement tools are utilized.
• Utilize data collection methods to identify, compile, display, track, and analyze defect trends.
• Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Maintain visibility and interact with customers regularly to obtain feedback on product quality, service levels, and overall satisfaction.
• Support operational leaders in responding to and handling guest feedback, problems, and complaints across various platforms.

Required Qualifications and Skills

• Experience and/or knowledge of the hotel business.
• Ability to understand and teach quality management practices.
• Proficiency in data collection methods.
• Knowledge of budget preparation and cost control.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail-oriented and analytical mindset.

Desired Experience

• Operations background (*, rooms or food & beverage, depending on hotel facilities).
• Previous training in guest relations.
• Prior experience using database, word processing, spreadsheet, graphic, and statistical computer applications.
• Experience or training in Six Sigma or Total Quality Management (TQM).

About St. Regis

St. Regis Hotels & Resorts delivers exquisite experiences at over 50 luxury hotels and resorts globally, combining timeless glamour with a vanguard spirit. The brand maintains an uncompromising level of bespoke and anticipatory service, delivered by gracious hosts and signature Butler Service. St. Regis is part of the Marriott International portfolio of brands, committed to fostering an environment where unique backgrounds are valued and celebrated.