Director of Quality

About the role

The Director of Quality will champion Total Quality Management across the property, guiding managers and staff to deliver the brand’s standards of excellence. Reporting to senior leadership, this role ensures that quality processes align with guest expectations, employee satisfaction, and continuous improvement goals.

Key responsibilities

• Coach managers on Total Quality Management leadership style and drive achievement of quality goals.
• Lead the Quality Assurance team, delivering training on problem‑solving, process improvement and strategic planning.
• Develop and maintain quality tools, collect and analyse defect trends, and communicate key drivers of guest satisfaction.
• Review guest feedback with leadership, initiate corrective actions, and handle guest complaints directly.
• Facilitate process‑improvement teams, ensuring systematic, measurable outcomes.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years relevant experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or management operations within a hospitality environment.

Required skills