Quality & Guest Services Director

The Glen Hotel Pty; Perth; Vor Ort; AUD 180.000 - 240.000; Vollzeit

Zusammenfassung

The EQ Perth hotel in Perth, Western Australia, is seeking an exceptional Quality & Guest Services Director for its pre-opening phase. You will join the founding leadership team to shape service culture and guest relationships, delivering personalised experiences for anticipated guests and high-profile events.

You will lead quality assurance, service standards, training, and guest journey design, while coaching managers to uphold exceptional luxury service.

Qualifikationen

• Proven leadership in quality management, guest services or rooms operations within luxury brands.
• Experience with internationally acclaimed luxury hotels and exemplary service standards.
• Knowledge of quality assessment frameworks (LQA, Medallia, Forbes Travel Guide Star Rating, Michelin Key).
• Strong interpersonal skills, discretion and judgement to coach leaders and build ownership of service quality.
• Analytical ability to translate feedback into actionable improvements.
• Qualification in hospitality management or equivalent with excellent English.
• Luxury hotel pre-opening experience is highly desirable.
• Candidates must have Australian work rights or sponsorship eligibility.

Aufgaben

• Lead quality and guest services readiness for opening, including standards, SOPs, guest journey planning and training.
• Establish and run the hotel’s quality assurance programme and align standards with service philosophy.
• Deliver personalized guest experiences, including pre-arrival planning and VIP recognition.
• Maintain visible presence in guest areas and coach colleagues in real time.
• Handle escalated guest concerns and drive service recovery with department leaders.
• Oversee guest feedback, online reviews and reputation management, reporting to leadership.
• Partner with People & Culture and department leaders to train staff and foster ownership of quality.

Kenntnisse

Leadership

Guest services excellence

Quality management

Customer experience

Ausbildung

Hospitality management degree

Jobbeschreibung

4 William Street, Perth, WA, 6000, AUSTRALIA

PRE-OPENING | the EQ PERTH hotel | PERTH, WESTERN AUSTRALIA

The EQ Perth hotel is seeking an exceptional Quality & Guest Services Director with a proven leadership record among the world’s leading luxury and ultra-luxury hotel brands.

As part of the founding leadership team, you will shape the service culture and guest service experience of a new luxury hotel in Perth, Western Australia, championing relationship hospitality through genuine guest connections, personalized and anticipatory service and thoughtful recognition.

The Role

Lead quality and guest services readiness for opening, including service standards, standard operating procedures, guest journey planning, service rehearsals and team training.

Establish and lead the hotel’s quality assurance programme, aligning departmental standards with the hotel’s service philosophy and preparing teams for internal audits and external luxury quality assessments.

Lead the development and delivery of personalised guest experiences, including pre-arrival planning, VIP and returning guest recognition, special occasions and thoughtful follow-up.

Maintain a visible presence in guest areas, observing service and coaching colleagues in real time.

Lead escalated guest concerns and service recovery, working with department leaders to identify root causes, agree corrective actions and prevent recurrence.

Oversee guest feedback, online reviews and reputation management, establish quality and satisfaction measures, and report performance and priorities to the leadership team.

Partner with People & Culture and department leaders to deliver service training, coach managers and build team ownership of quality and personalised service.

About You

A proven leadership record in quality management, guest services, guest relations or Rooms operations with the world’s leading luxury and ultra-luxury hotel brands.

Experience at internationally acclaimed luxury or ultra-luxury hotels in Asia and/or Europe, including those recognised in The World’s 50 Best Hotels or comparable rankings, would be very highly regarded.

Strong knowledge of internationally recognised luxury hotel service standards and quality assessment frameworks (LQA, Medallia, Forbes Travel Guide Star Rating®, Michelin Key®), with practical experience in quality audits, root cause analysis and continuous improvement.

Exceptional interpersonal skills, discretion and judgement, with the ability to coach teams, influence department leaders and build ownership of service quality.

Strong analytical skills, with the ability to translate guest feedback and performance data into clear priorities, practical action plans and measurable results.

Ideally a qualification in hospitality management, business or a related field, or equivalent experience, with excellent written and spoken English.

Luxury hotel pre-opening experience is highly desirable.

Candidates must hold or be eligible for Australian work rights. Employer-sponsored visa support may be considered, at its discretion, for an exceptional international candidate who meets all essential criteria.

The EQ Perth and associated entities are equal opportunity employers.

Screening Questions

• How many years of leadership experience do you have in quality management, guest relations, guest services or Rooms operations?
• Which luxury service standards, assessment frameworks and guest feedback platforms have you used, such as LQA, Forbes Travel Guide or Medallia? Please describe your involvement.
• Have you led a hotel quality assurance programme? Please provide an example of a measurable improvement you achieved.
• What experience do you have in luxury hotel pre-openings, including developing service standards, planning guest journeys and preparing teams for opening?
• How have you coached department leaders and teams to improve service consistency and take ownership of quality?
• What are your current Australian working rights, and would you require employer sponsorship?
• Are you based in Perth or willing to relocate?
• What are your annual base salary expectations, excluding superannuation?
• What is your notice period or earliest available start date?