Multi-Property Director of Quality

About the role

The Multi-Property Director of Quality will lead the implementation of Total Quality Management across our hotel portfolio. Reporting to senior leadership, you will coach managers, drive continuous improvement, and ensure that all quality processes align with the brand’s standards and guest expectations.

Key responsibilities

• Coach managers on adopting Total Quality Management leadership styles and make decisions to achieve quality goals.
• Lead the Quality Assurance team, delivering training on problem‑solving, process improvement and strategic planning.
• Develop and maintain systems that capture guest satisfaction results and translate them into actionable insights.
• Use data collection methods to track defect trends, analyse issues and identify root causes.
• Review guest feedback with the leadership team, ensure corrective actions are taken, and handle guest complaints directly.

Required profile

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

Required skills

• Total Quality Management methodology
• Process improvement techniques
• Data collection and analysis
• Guest satisfaction measurement and reporting