Director Of Quality, Pre-Opening

Marriott International, Inc.; Arkley; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading luxury hotel brand in the United Kingdom is seeking a Director of Quality to lead the execution of Total Quality Management strategies at The St. Regis London. This senior position is crucial for embedding quality principles throughout the hotel, ensuring each guest experience meets the highest standards. Responsibilities include guiding teams, overseeing process improvements, and fostering a culture of service excellence while maintaining a visible presence with guests. Competitive compensation and development opportunities are offered.

Benefits

Competitive compensation

Career development opportunities

Part of a historic opening at a luxury brand

Qualifications

• Extensive experience in quality assurance, guest services, or hotel operations within luxury hospitality.
• Exceptional leadership and coaching skills with a passion for excellence.
• Expertise in quality tools, data analysis, and strategic planning.
• A commitment to creating memorable guest experiences and fostering employee satisfaction.
• Resilience, adaptability, and a drive to innovate in a competitive market.

Responsibilities

• Lead the implementation of Total Quality Management strategies across the property.
• Guide department heads and teams in aligning with brand standards.
• Facilitate process improvement initiatives that are measurable and impactful.
• Train and mentor managers and associates in quality tools and metrics.
• Promote fairness, transparency, and open communication across all levels.

Skills

Leadership

Quality tools

Data analysis

Guest services

Strategic planning

Job description

We are seeking a strategic and inspiring Director of Quality to lead the creation and execution of our Total Quality Management strategy at The St. Regis London. This role is instrumental in shaping our culture of excellence, ensuring every guest experience and operational process reflects the brand's uncompromising standards. As a senior leader, you will collaborate across departments to embed quality principles, drive continuous improvement, and champion a guest‑centric mindset throughout the hotel. Champion Quality Excellence

Responsibilities

• Lead the implementation of Total Quality Management strategies across the property.
• Guide department heads and teams in aligning with brand standards and guest expectations.
• Facilitate process improvement initiatives that are measurable, impactful, and sustainable.
• Train and mentor managers and associates in quality tools, guest satisfaction metrics, and strategic planning.
• Foster a culture of accountability, innovation, and service excellence.
• Communicate clear goals and celebrate milestones that drive performance.
• Analyse guest feedback and lead proactive service recovery efforts.
• Maintain a visible presence on property to engage with guests and gather real‑time insights.
• Create an environment where every touchpoint exceeds expectations.
• Utilize quality tools and data analytics to identify trends and root causes.
• Translate insights into actionable strategies that enhance service delivery and operational efficiency.
• Promote fairness, transparency, and open communication across all levels.
• Conduct performance reviews, support career development, and champion employee satisfaction.
• Ensure compliance with SOPs and uphold the values of the St. Regis brand.

Qualifications

• Extensive experience in quality assurance, guest services, or hotel operations within luxury hospitality.
• Exceptional leadership and coaching skills with a passion for excellence.
• Expertise in quality tools, data analysis, and strategic planning.
• A commitment to creating memorable guest experiences and fostering employee satisfaction.
• Resilience, adaptability, and a drive to innovate in a competitive market.

About The Hotel

Coming soon to the heart of Mayfair, The St. Regis London marks the brand's prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies 'Live Exquisite', a celebration of London's pioneering and glamorous lifestyle for the Luminaries of the world. St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world.

Benefits

• Be part of a historic opening and a globally renowned luxury brand.
• Shape the quality culture of one of London's most iconic hotels.
• Enjoy competitive compensation, benefits, and career development opportunities.
• Lead a team that defines the future of ultra‑luxury hospitality in the UK.