Director of Quality – Luxury Resort

About the role

We’re searching for a Director of Quality to provide strategic leadership across guest experience, brand compliance and quality excellence, partnering with our leadership team to strengthen service delivery, drive continuous improvement and ensure exceptional luxury experiences across the resort.

Key responsibilities

• Lead the resort’s overall quality strategy, ensuring consistent delivery of IHG brand standards and luxury service expectations.
• Drive guest experience performance by analysing feedback, identifying trends and leading hotel‑wide improvement plans.
• Provide strategic direction to department leaders following quality audits, service observations and guest experience reviews.
• Lead hotel‑wide preparation for quality evaluations, brand audits and other quality assurance initiatives.
• Work closely with senior leadership to strengthen SOPs, service standards and operational processes across all departments.
• Partner with Learning & Development to turn quality insights and performance gaps into focused training and development initiatives.
• Champion a culture of accountability, service excellence and continuous improvement throughout the resort.

Required profile

• Bachelor’s degree in Hospitality, Hotel Management, Business Administration or a related field.
• Strong leadership experience in Quality, Guest Experience or Hotel Operations, preferably within a luxury hotel or resort environment.
• Proven experience leading quality assurance, brand standards, audits and guest experience improvement initiatives.
• Strong analytical skills with the ability to translate guest feedback and performance data into clear action plans.
• Excellent leadership, coaching, communication and stakeholder management skills.
• Ability to influence and collaborate effectively with senior leaders and operational teams across the hotel.
• Strong knowledge of guest feedback platforms and quality management systems.
• Previous IHG or international luxury hotel experience would be an advantage.

What we offer

• Competitive salary that rewards hard work.
• Full uniform provided.
• Impressive room discounts.
• Access to some of the best training in the business.
• Inclusive teams and equal employment opportunities.
• Wellbeing support through the myWellbeing framework.