Director of Quality

About the role

The Director of Quality will lead the implementation of Total Quality Management across the property, ensuring that all quality processes align with the brand’s standards and guest expectations. This senior position works closely with General Managers, direct reports, and staff to drive continuous improvement and enhance guest satisfaction.

Key responsibilities

• Coach managers on adopting Total Quality Management leadership styles and oversee property quality initiatives to meet critical customer requirements.
• Facilitate process‑improvement teams, use data collection tools to track defect trends, and ensure corrective actions are taken based on guest feedback.
• Develop systems that enable employees to understand and act on guest satisfaction results, and communicate clear departmental goals.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management, or related field with 4 years of relevant experience, OR a 4‑year bachelor’s degree with 2 years of experience.
• Proven experience in guest services, front desk, housekeeping, sales & marketing, or management operations within a hospitality environment.