Director of Quality

About the role

The Director of Quality leads the implementation of Total Quality Management across the property, ensuring that all processes align with the brand’s standards and guest expectations. You will coach managers, facilitate improvement teams, and drive a culture of continuous improvement.

Key responsibilities

• Set and monitor quality assurance goals, guiding managers to adopt Total Quality Management principles.
• Lead the Quality Assurance team, delivering training on problem‑solving, process improvement, and strategic planning.
• Implement and oversee quality tools, collect data, track defect trends, and communicate drivers of guest satisfaction.
• Review guest feedback with leadership, initiate corrective actions, and maintain a visible presence with customers.
• Support human‑resources activities related to quality initiatives, fostering creative solutions and employee engagement.

Required profile

• Either a 2‑year degree in Business Administration, Hotel & Restaurant Management, or a related field with at least 4 years of relevant experience, or a 4‑year bachelor’s degree in the same fields with at least 2 years of experience.
• Proven experience in guest services, front desk, housekeeping, sales & marketing, or operations management.

Required skills

What we offer

• Opportunity to shape quality standards for a leading hospitality brand.
• Collaborative environment with senior leadership.
• Professional development in Total Quality Management.