Director, Global Quality

About the role

Kerzner International is seeking a Director of Global Quality to lead the definition and implementation of ultra‑luxury service standards across its portfolio of resorts and hotels. The role ensures brand reputation by driving quality assurance, guest experience innovation and consistency across all properties.

Key responsibilities

• Develop and implement global brand and service standards to ensure consistency across all Kerzner properties.
• Establish and maintain Forbes Five‑Star, LQA and ultra‑luxury service benchmarks through quality assurance programmes.
• Coordinate mystery‑guest programmes, internal audits and brand compliance assessments.
• Integrate cultural authenticity, sustainability and luxury personalization into every guest touchpoint.
• Lead guest personalization initiatives leveraging technology, AI and data insights to create tailored experiences.
• Design and support VIP and ultra‑high‑net‑worth guest programmes, including butler, concierge and private hosting services.
• Coordinate signature experiences and exclusive offerings aligned with each brand’s positioning.
• Collaborate with marketing, operations and corporate functions to enhance service excellence and drive guest satisfaction.

Required profile

• Proven senior leadership experience in quality management within ultra‑luxury hospitality.
• Strong understanding of international luxury standards such as Forbes Five‑Star and LQA.
• Track record of implementing guest personalization programmes using technology and data.
• Excellent collaboration skills with cross‑functional teams including operations, marketing and corporate.
• Commitment to sustainability and cultural authenticity in guest experiences.

Required skills