Director of Quality

About the role

The Director of Quality leads the implementation of Total Quality Management across the property, shaping a culture where service excellence is lived daily. By coaching managers, analysing guest feedback and driving continuous improvement, the role ensures that all quality processes align with the brand’s mission and luxury standards.

Key responsibilities

• Align the quality function with corporate and property standards, and coach managers on Total Quality Management leadership.
• Own the TrustYou program: monitor trends, analyse results and launch initiatives to boost the hotel’s guest‑satisfaction score.
• Oversee regular quality audits and ensure compliance with LQA and other prevailing standards.
• Consolidate guest‑review statistics and present data‑driven insights at weekly leader meetings and morning briefings.
• Maintain a visible presence in guest‑facing areas, observe service delivery and coach associates in real time.
• Facilitate process‑improvement teams using root‑cause analysis and measurable action plans.
• Coordinate with Talent & Culture to deliver quality‑service training and reinforce employee commitment.

Required profile

• Deep understanding of luxury service standards, including LQA.
• Exceptional leadership, communication and coaching abilities.
• Strong statistical knowledge and analytical capability to present data clearly.
• Comprehensive experience with Total Quality Management or reliability management.
• Proven problem‑solving and decision‑making skills for proactive issue resolution.
• Solid grasp of international luxury brand standards and compliance requirements.
• Excellent spoken and written English; Cantonese or Mandarin is a plus.

Required skills

• TrustYou platform
• GoAudits platform