Director, Quality

About the role

The Director, Quality leads the hotel’s quality improvement initiatives, ensuring that every guest experience meets the brand’s high standards of creativity, precision and warmth. Reporting to the Executive Committee, you will drive continuous improvement across all departments and foster a culture of excellence.

Key responsibilities

• Build and maintain support for problem‑solving and quality improvement teams.
• Document progress, facilitate quality efforts and measure effectiveness using Review Pro, KPI, guest reviews, LQA and audit data.
• Communicate quality performance to the Executive Committee and the wider hotel.
• Implement recognition and reward systems for quality initiatives.
• Prepare the annual budget for Total Quality Management activities.
• Develop departmental trainers and conduct training sessions on quality coaching, Review Pro LQA, quality improvement processes and onboarding.
• Enhance strategic planning through evaluation, communication of changes and lessons learned.
• Attend Executive Committee meetings to discuss defects, satisfaction results and quality trends.
• Collaborate with leadership to drive action plans across all departments.
• Audit daily hotel operations, monitor employee grooming, policy adherence and guest interactions.
• Prepare and present monthly quality reports and support customer‑satisfaction meetings.

Required profile

• Proven experience leading quality or continuous‑improvement programs in a hospitality environment.
• Strong ability to communicate results to senior leadership and staff at all levels.
• Experience preparing budgets and managing recognition programs.
• Skilled in designing and delivering training for diverse employee groups.
• Detail‑oriented with a solid understanding of hotel policies, procedures and guest‑service standards.

Required skills

• ReviewPro (quality monitoring platform)
• LQA (Luxury Quality Assurance) methodology