About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel's room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons.Applicants must hold a Macau ID due to work permit restriction.
About the role
The Quality Assurance Manager is responsible for ensuring the highest standards of service and quality within the hotel. This role involves developing and implementing quality assurance programs, conducting audits, and providing training to staff to enhance guest satisfaction and maintain the hotel’s reputation.
What you will do
Collaborate with peers and operations team to identify performance gaps and assess learning needs.
Work with the training council to review critical metrics (Glitches, LQA, Coyle, missed standards, Qualtrics, and GES scores) and plan relevant training activities accordingly.
Ensure that necessary training and learning initiatives are conducted consistently across all departments.
Train managers to effectively instruct their employees in required skill areas.
Collaborate with the Regional Learning Manager to manage an effective standards training program, ensuring that Standards Training Manuals are updated regularly and that training checklists for new hires are submitted.
Develop targeted learning programs to address performance gaps through rapid creation and implementation of solutions.
Conduct internal standard testing in all operations departments to ensure standards are met.
Generate relevant data analysis regularly to identify performance opportunities.
Assess the effectiveness of training programs and initiatives by measuring outcomes and monitoring behavioral changes.
Ensure that all confidential information related to employees is securely maintained.
What you bring
Minimum 5 years’ experience in a similar role at luxury hospitality organization.
Bachelor’s degree or equivalent qualification.
Skilled in both spoken communication and business writing in Chinese and English.
Maintain composure and patience, demonstrating a genuine passion for service.
Strategic thinking skills with a focus on enhancing guest experiences and operational success.
Logical thinker with strong attention to detail; friendly and enthusiastic about helping others.
Excellent communication and interpersonal abilities.
Proficient in Microsoft Office Suite.
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
Schedule & Hours:
This is a Full-time position
44 Hours weekly
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What We Do
Four Seasons Hotels and Resorts opened its first hotel in 1961, and since that time has been dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. Currently operating more than 120 hotels and resorts, and more than 50 residential properties in major city centers and resort destinations in 47 countries, and with more than 50 projects under planning or development, Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.
To learn more about our career opportunities, visit fourseasons.com/careers.
For more information and reservations, visit fourseasons.com.
For the latest news, visit press.fourseasons.com and follow @FourSeasonsPR on Twitter.
