Director of Quality & Service, Special Projects

Description

The Director of Quality & Service leads all aspects of quality assurance, service standards, and guest satisfaction across the hotel. The role involves collaborating with all departments to drive continuous improvement, implement service training programs, monitor brand standards, and ensure every guest interaction reflects the highest levels of luxury, consistency, and personalization. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

* Conduct regular inspections of guest suites, amenities, and special setups to ensure readiness and luxury standards compliance * Perform self-assessments in F&B outlets and events to ensure training and service quality * Engage with guests to understand needs and improve service delivery * Monitor guest feedback, surveys, reviews, and service recovery cases * Lead development and implementation of guest satisfaction strategies, including Voice of the Guest initiatives * Resolve guest concerns and ensure long-term service recovery strategies * Support operational teams in monitoring adherence to SOPs, LSOP, Forbes Travel Guide 5-Star, LQA, and brand standards * Conduct audits, inspections, and mystery shopper programs to evaluate service consistency * Implement corrective actions and continuous quality improvement initiatives * Onboard and train new colleagues to align with service culture * Identify training needs and lead skills-based/service culture training sessions * Promote a collaborative team environment and support SOP refinement * Assist in execution of annual upsell strategies and encourage revenue-generating initiatives * Monitor team adherence to WSH, hygiene, and guest confidentiality standards * Support CSR, sustainability, and community engagement initiatives * Inspire and mentor departmental leaders and frontline staff, leading by example * Lead Service Culture Committee and recognition programs * Collaborate with Learning & Development to design and deliver luxury service training programs * Conduct coaching sessions and refresher training based on feedback and audits * Contribute to recruitment ensuring alignment with hotel and brand values * Lead annual strategic planning for quality and service, setting measurable goals and KPIs * Serve as liaison for corporate quality and brand standards teams

Qualifications and Requirements

* Minimum 8–10 years’ experience in luxury hospitality with at least 5 years in leadership role focused on guest experience, quality assurance, or operations * Proven track record achieving high guest satisfaction and service improvements * Strong knowledge of luxury service standards (Forbes, LQA, etc.) * Exceptional leadership, communication, and interpersonal skills * Diploma or Degree in Tourism, Hotel Management, or related field; advanced certifications preferred * Strong interpersonal skills, detail-oriented, service-minded, approachable, self-motivated, energetic * Ability to work under pressure, exercise good judgment, embrace change, and maintain confidentiality * Multi-cultural awareness and understanding of international luxury travelers

Working Condition

Working hours

5-day work week