Quality Assurance Manager - Bangkok - Four Seasons

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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:

Four Seasons Hotel and Private Residences Bangkok are located along the Chao Phraya River, one of the world's most famous urban waterways, Four Seasons Hotel and Private Residences Bangkok at Chao Phraya River is part of a dynamic new riverside development that includes 299 guest rooms and suites, vibrant restaurants and bars, as well as a 73-storey tower with 366 private residences. Spanning 9 acres with lush courtyards, exceptional river views, and complemented with convenient connections to all that the city of Bangkok has to offer, Four Seasons Hotel Bangkok Chao Phraya will offer an atmospheric urban resort experience for both international and regional travelers.

At Four Seasons we consider life and work to be richer when we truly connect with the people and the environment around us.

Our family members are masters at their crafts – a gardener can become an artist, a manager a conductor, a chef an inventor. We look for employees who share the Golden Rule: people who, by nature, believe in treating others as we would have them treat us. We look for our people to characterize a shared passion for excellence and to infuse that enthusiasm into everything they do.

About Four Seasons Hotel and Private Residences Bangkok Chao Phraya

Located along the Chao Phraya River, one of the world's most famous urban waterways, Four Seasons Hotel and Private Residences Bangkok at Chao Phraya River is part of a dynamic recent riverside development that includes 299 guest rooms and suites, vibrant restaurants and bars, as well as a 73-storey tower with 366 private residences.

Spanning 9 acres with lush courtyards, exceptional river views, and complemented with convenient connections to all that the city of Bangkok has to offer, Four Seasons Hotel Bangkok Chao Phraya offers an atmospheric urban resort experience for both international and regional travelers.

About Four Seasons

Founded in 1960, Four Seasons continues to define the future of luxury hospitality with extraordinary imagination, unwavering commitment to the highest standards of quality, and the most genuine and customized service. Currently operating 109 hotels and private residences in major city centers and resort destination in 43 countries, and with more than 60 projects in development, Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.

As the leader in branded residences since 1982, Four Seasons currently operate 38 residential properties around the world and 80% of the projects in our pipeline contain a residential component.

What You Will Be Responsible For

The Four Seasons Hotel Bangkok is looking for a Quality Assurance Manager. Candidate with passion for excellence, expertise in hospitality operations and proven leadership experience.

The Quality Assurance Manager is responsible for overseeing all quality‑related initiatives to ensure that the hotel consistently meets Four Seasons standards and delivers exceptional guest experiences. This role leads internal audits, supports Forbes and LQA readiness, drives continuous improvement, and partners closely with operational leaders to enhance service culture, consistency, and guest satisfaction.

1. Leadership & Quality Assurance

• Lead the hotel's Quality Assurance function, promoting a service culture rooted in Thai hospitality and Four Seasons luxury standards.
• Serve as the internal ambassador for Four Seasons service standards, Forbes Travel Guide criteria, LQA protocols, and STM practices across all areas.
• Coach employees to reinforce service behaviors that reflect the essence of Four Seasons Bangkok's guest journey.
• Champion Glitchology, knowledge testing, and continuous learning initiatives to maintain service excellence and consistency.

2. Quality Standards & Compliance

• Develop and maintain property‑specific quality standards and SOPs that align with Four Seasons brand while reflecting the operational needs of an urban resort setting.
• Ensure all departments adhere to Benchmark standard testing, Forbes and LQA service requirements.
• Support leaders in embedding quality systems into daily operations, ensuring alignment with health & safety, environmental, and corporate compliance frameworks.

3. Audit & Performance Monitoring

• Lead regular property-wide inspections and audits throughout all service areas
• Oversee preparation for Forbes Travel Guide and LQA assessments, ensuring readiness, team confidence, and post‑assessment action plans.
• Manage ongoing internal and external quality assessments (through consistency of standard testing) with a focus on service consistency and continuous improvement
• Monitor performance trends and benchmark results against other Four Seasons properties in the region.

4. Guest Feedback & Data Analysis

• Analyze guest feedback from Qualtrics, LQA, online reviews, and daily glitches to identify trends, opportunities, and training needs.
• Evaluate Bangkok‑specific guest expectations (e.g., wellness‑driven experiences, cultural immersion, river‑centric activities) to improve guest journey touchpoints.
• Lead full Guest Journey Cycle reviews—including arrivals via car/boat, wellness flows, restaurant experiences, and riverside interactions—and translate insights into improvement plans.
• Present regular quality performance updates and trend reports to the Planning Committee.

5. Cross‑Department Collaboration

• Partner with leaders across all departments to enhance service delivery and operational quality.
• Collaborate with Learning & Development to align training programs with real‑time operational needs and quality goals.
• Maintain communication systems such as quality committees, daily briefings, and monthly quality reviews.

6. Corrective Actions & Continuous Improvement

• Guide departments in creating and executing action plans following audits, inspections, or guest feedback.
• Identify best practices from Four Seasons properties globally and adapt them to the cultural and operational context of Four Seasons Bangkok.
• Lead quality-improvement workshops and service-behavior calibration sessions tailored to Bangkok's diverse and sophisticated guest demographic.
• Initiate improvements in hotel systems, communications, and service flow to enhance guest satisfaction and operational efficiency.

7. Training & Development Support

• Partner with Learning & Development to provide specialized training aligned with Forbes, LQA, and Four Seasons Bangkok service expectations.
• Maintain a strong Designated Trainer program, supporting trainers in delivering consistent and effective standards-based learning.
• Conduct Forbes/LQA simulations, service refreshers, and skill‑based workshops focused on the unique guest journey of Four Seasons Bangkok.
• Measure training effectiveness through behavioral observations, performance metrics, and guest sentiment analysis.

8. Compliance

• Adhere to Four Seasons Work Rules and Standards of Conduct as outlined in EmPact.
• Ensure all quality‑related practices comply with local regulations and Four Seasons global guidelines.

Qualifications & Requirements

• Bachelor's degree in Hospitality Management or related field preferred.
• 3–5 years of experience in Quality Assurance or operations within luxury hospitality
• Strong familiarity with Forbes Travel Guide, LQA, and Four Seasons core standards.
• Proven skills in data analysis, guest feedback interpretation, and performance monitoring tools (e.g., Qualtrics.
• Confident communicator with strong facilitation, coaching, and presentation skills.
• Demonstrated ability to collaborate across diverse operational teams.
• High level of organization, attention to detail, and passion for luxury service.
• Understanding of cultural nuances and guest expectations specific to the Bangkok market.

Join Our Team

Join a team that is built on mutual respect, collaboration, creativity and a commitment to the highest quality of service. Four Seasons Hotel and Private Residences Bangkok Chao Phraya provides guests with a haven of serenity and luxury in a bustling city. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine's 100 Best Companies to work for since 1998.

What to expect: You will……

Be a champion of the Golden Rule: Do unto others as you would have them do unto you

Be part of a cohesive team with opportunities to learn, grow and develop

Have the opportunity to engage in diverse and challenging work

Derive a sense of pride in work well done

Be recognized for excellence