Service Experience and Quality Assurance Manager

TFE Hotels is a leading international hotel group headquartered in Sydney, Australia, operating a diverse portfolio of hotel brands across Australia, New Zealand, and Europe. With a focus on creating distinct guest experiences, TFE Hotels blends local know-how with international expertise, from upscale apartment-style stays to full-service lifestyle hotels. TFE Hotels continues to grow its global footprint through strategic expansion and innovative hospitality solutions.

Within the boutique luxury portfolio, Collection by TFE Hotels are independent and unique properties in Australia and New Zealand, each committed to quality design, exceptional experience and connection to their community. Hotels include Calile Hotel Brisbane, The Hotel Britomart Auckland, The EVE Hotel Sydney and soon to open Hannah St Hotel Melbourne.

Role Overview:

We are seeking a highly motivated and detail-oriented Service Experience and Quality Assurance Manager to join our team. In this pivotal role, you will lead the development and implementation of our Service Experience Quality Framework across our upscale and boutique luxury portfolio. Your passion for excellence will elevate our service standards, ensuring every guest experience reflects the uniqueness and quality of our distinct hotel brands.

Key Responsibilities:

Develop Service Standards: Spearhead the development and refinement of brand service standards across all touchpoints within our upscale and boutique luxury properties. Collaborate with cross-functional teams to establish benchmarks and guidelines that reflect our commitment to exceptional guest experiences.

Service Excellence Design: Work collaboratively with Hotel Managers, Brand Managers, and Regional General Managers to design, document, and deliver service standards that reflect the ethos of our unique hotel brands.

Guest Service Training & Culture Champion: Deliver comprehensive guest service training programs aligned with our service competencies, purpose, values, and philosophy.

Empower team members with the skills and knowledge needed to elevate every moment and own their impact in delivering experiences that exceed expectations.

Champion a culture of continuous learning, offering opportunities that consistently reinforce each hotel’s commitment to exemplary service and operational brand standards.

Conduct Audits and Reviews: Regularly conduct audits and reviews to assess adherence to established service standards. Utilise data-driven insights to identify areas for improvement and develop action plans to address deficiencies.

Guest Feedback Analysis: Leverage guest feedback data and insights to gain a deeper understanding of the guest experience. Analyse feedback trends, identify opportunities for enhancement and develop strategies to address guest concerns and preferences.

Quality Assurance: Implement rigorous quality assurance processes to uphold the integrity of our properties' brand and maintain consistency in service delivery.

Collaboration and Partnership: Collaborate closely with Hotel Managers of TFE Hotels upscale and boutique luxury portfolio and Regional General Managers to align service initiatives with overall business objectives.

Experience

• Proven experience in service experience and quality assurance management within the, with hospitality industry a focus on luxury and/or boutique properties.
• Prior experience working in a senior operational or managerial position within a luxury hotel or resort, with a deep understanding of all facets of hotel operations, including front office, food and beverage, housekeeping, and guest services.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent communication and interpersonal skills, with the ability to influence and inspire teams at all levels.
• Demonstrated leadership abilities with a track record of successfully leading service excellence initiatives and training.
• Strong experience in monitoring guest satisfaction and handling guest feedback, with a focus on continuous improvement and operational refinement.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
• Proficiency in MS Office Suite and experience with enterprise guest feedback platforms
• Ability to travel around Australia to deliver training and conduct audits at relevant properties.
• Full working rights for Australia (essential)

Qualifications:

• Bachelor’s degree in hospitality management, Business Administration, or a related field (preferred).

Why Join Us: At TFE Hotels, we believe in reimagining the way our guests feel welcome. As part of our team, you will have the opportunity to work with exceptional upscale and boutique luxury hotel brands, contribute to our continuous improvement strategies, and be a key player in delivering unique and authentic service experiences. Join us own your impact and be part of a culture that values elevating every moment and achieving more together.

How to Apply: If you are passionate about delivering high-quality service experiences and have the expertise to elevate our brand standards, we would love to hear from you. Please submit your resume and cover letter detailing your relevant experience and why you are the perfect fit for this role.

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Life at TFE is brimming with possibility. We’re the only international hotel group headquartered in Sydney, and we’re looking for passionate people ready to dive in and move with us. Today, we have 70+ hotels, seven brands, in eight countries… and we’re not stopping there, with new hotels underway and more in the pipeline. Everyone at TFE is invited to take ownership and help shape our future. If you’re authentic, flexible, and talented, you’ll find more than you expected, and we’ll support you every step of the way.