Job Description

Fairmont Tokyo open on July 1, 2025

Job Purpose

To lead and drive a culture of quality and service excellence across the hotel by ensuring consistent alignment with Fairmont brand standards and luxury expectations. This role oversees quality assurance programs, including LQA, brand compliance audits, and guest experience performance, while partnering with department heads and the Learning & Development function to implement continuous improvement and structured training initiatives that enhance service consistency, product quality, team performance, and overall guest satisfaction.

Primary Responsibilities

Responsibilities Operation

• Develop, implement, and monitor the hotel’s Quality Assurance framework in line with Fairmont brand standards
• Lead and coordinate all internal and external quality audits (e.g., LQA, brand audit, Forbes where applicable)
• Design and implement a structured on-property self-assessment program, ensuring department heads are trained and accountable for monthly quality reviews and follow-up actions
• Conduct regular self-audits and follow-up reviews to ensure continuous compliance and improvement
• Analyze audit results, guest feedback, and operational performance to identify quality gaps and improvement opportunities
• Consolidate and monitor Voice of Guest data from multiple sources (TrustYou, RPS, service recovery reports, guest request tickets/Alice, Customer Care cases) and present trends to the Executive Committee
• Represent Voice of Guest insights in daily operational meetings, highlighting key guest concerns, recovery cases, and RPS performance
• Prepare and present quality performance reports to the Hotel Manager and Executive Committee
• Drive corrective and preventive action plans in collaboration with department heads
• Monitor and support the execution of brand standards across all areas of the hotel
• Ensure that guest experience and product quality are consistently delivered at the expected luxury level
• Act as the escalation point (after operational leaders) to support the resolution of complex guest concerns when required
• Actively monitor service recovery trends and support operational teams in implementing the Own It program and strengthening recovery effectiveness
• Co-chair the Service Excellence Committee, consolidating feedback from all sources and leading a monthly review with key department heads
• Ensure every department conducts daily shift briefings to reinforce operational priorities, service standards, and quality focus
• Creatively communicate and promote LQA and Fairmont service standards to ensure awareness and compliance across the hotel
• Conduct regular competitor reviews, hotel visits, and mystery shopping within the local competitive set to identify service improvement opportunities
• Consistently demonstrate professional, engaging, and friendly service while promoting a culture of luxury service excellence
• Act as the hotel champion for quality culture, guest experience, and continuous improvement

Training & Quality Improvement

• Collaborate with the Learning & Development Manager to design and implement training programs based on audit results, guest feedback trends, and operational priorities
• Assist operational departments in developing introductory and ongoing training plans aligned with LQA results, RPS feedback, and departmental initiatives
• Conduct needs analysis with the Hotel Manager and department heads to identify service and quality development priorities
• Facilitate service quality workshops, brand standard sessions, and service excellence training
• Provide ongoing coaching, guidance, and support to departmental trainers and leaders to ensure effective on-the-job training and consistency with luxury standards
• Coordinate and optimize training efforts across operational divisions to maximize efficiency and impact
• Track and evaluate the effectiveness of training initiatives through improvements in quality scores, guest satisfaction, and operational performance
• Support departments in embedding quality standards into daily operations and shift briefings
• Provide insights and data trends to the department heads to support the hotel’s annual learning and development strategy

Team Management

• Provide functional guidance and direction to departmental quality champions or designated representatives
• Foster strong working relationships with leaders across departments to support coaching, alignment, and engagement
• Participate actively as a member of the leadership team, contributing to a culture of accountability and continuous improvement
• Provide functional oversight or evaluation for direct reports if assigned in the future
• Foster a culture of ownership, engagement, and service excellence across all colleagues

Other Responsibilities

• Be fully conversant with hotel fire & life safety/emergency procedures
• Ensure that all quality practices align with health, safety, and hygiene standards
• Attend all briefings, meetings, and training assigned by Management
• Maintain a high standard of professionalism and confidentiality at all times
• Perform other reasonable duties assigned by the Hotel Manager

Main Complexity/Critical Issues in the Job

• Driving hotel-wide quality and service initiatives without direct operational authority
• Influencing leaders and sustaining accountability across departments
• Balancing brand standards and luxury expectations with operational realities
• Ensuring sustainable improvement in LQA, RPS, and overall guest experience performance
• Embedding a consistent culture of quality, service recovery, ownership, and a luxury mindset across all colleagues

Qualifications

Profile

Knowledge and Experience

• Degree in Hospitality Management, Business Administration, or related field preferred
• Minimum 4–5 years of operational hospitality experience in a leadership or quality-related role within a luxury environment
• Strong understanding of LQA, Voice of Guest systems, and luxury service standards
• Experience in training facilitation, service excellence, or brand standards implementation
• Proven experience in data analysis, quality reporting, and full-cycle improvement processes
• Excellent command of English (written and spoken)
• Advanced proficiency in Microsoft Office (PowerPoint and Excel)
• Previous experience with Fairmont or international luxury brands is an advantage

Competency

• Strong analytical and problem-solving skills
• Excellent presentation, facilitation, and communication skills
• Ability to influence, coach, and drive change across departments
• Highly organized, disciplined, and detail-oriented
• Ability to work independently while managing multiple initiatives
• Strategic thinking with hands-on execution capability
• Strong interpersonal skills with the ability to build trust and relationships at all levels
• Proactive, energetic, and self-motivated with a strong sense of ownership
• Passion for luxury service excellence and continuous improvement