Director of Quality Integration & Performance

Job description

POSITION DESCRIPTION JOB TITLE: Director of Quality, Integration and Performance LEVEL: Department Head DEPARTMENT: Executive Office REPORTS TO: General Manager / Resort Manager JOB SUMMARY The Director of Quality, Integration and Performance is responsible for driving continuous improvement of the hotel’s key quality indicators, guest experience, operational performance, internal processes, and cross-departmental integration. The individual works closely with guests, Department Heads, and colleagues to understand the actual guest experience, identify service and operational gaps, analyze guest feedback and performance data, determine root causes, and drive sustainable improvement initiatives. The role establishes effective communication, integration, and follow-up processes across departments, ensuring that important guest and operational information is shared accurately and timely, actions are clearly assigned, and departments work collectively to deliver an exceptional guest experience. TALENT PLUS PROFILE Drives and Values: Achievement – Expectation – Responsibility Work Style: Adaptability – Intensity – Safety – Structure People Acumen: Relator – Developer – Team – Service Influence: Courage – Direction Thought Process: Analytical – Common Sense – Problem Solver THE ROLE 1. Quality & Service Excellence • Provides inspirational leadership, clear vision, and direction to ensure delivery of the hotel’s brand, values, standards, and service philosophy. • Drives a culture of quality, continuous improvement, accountability, and ownership across the hotel. • Monitors key quality, guest experience, and operational performance indicators and identifies opportunities for improvement. • Conducts regular quality inspections and operational observations across key guest and service touchpoints. • Identifies gaps between established standards and the experience delivered to guests. • Works with Department Heads to implement practical and sustainable improvements. • Ensures colleagues understand and consistently deliver LQA, Forbes, brand, and hotel standards. • Promotes quality as the responsibility of every colleague and department. 2. Guest Engagement & Experience • Maintains regular and meaningful contact with guests to understand their experience, expectations, concerns, and opportunities for improvement. • Maintains a visible presence in guest areas and proactively engages with guests throughout their stay. • Personally listens to and understands significant guest concerns and complaints where appropriate. • Follows up with guests on significant service issues to ensure concerns have been properly understood and addressed. • Acts as a guest advocate by ensuring relevant concerns are communicated to the appropriate departments and followed through to resolution. • Builds strong professional relationships with regular guests, VIPs, and key guests where appropriate. 3. Guest Feedback & Service Recovery • Handles and oversees significant guest complaints and service “glitches,” ensuring timely and appropriate resolution. • Maintains accurate records of guest complaints, feedback, service recovery, and follow-up actions. • Analyzes guest feedback from all relevant channels, including direct feedback, surveys, TripAdvisor, ReviewPro, comment cards, and other platforms. • Identifies recurring complaints, trends, service gaps, and emerging guest expectations. • Works with relevant Department Heads to determine root causes and implement corrective actions. • Ensures service recovery is meaningful, personalized, timely, and followed up appropriately. • Converts guest feedback and service failures into opportunities for operational and service improvement. 4. Integration & Internal Communication • Establishes effective communication processes to improve coordination and integration between hotel departments. • Ensures important guest, VIP, operational, quality, and service recovery information is communicated accurately and on time. • Identifies communication gaps, recurring breakdowns, and cross-departmental operational challenges. • Facilitates effective handovers, briefings, meetings, action trackers, and follow-up processes where required. • Ensures interdepartmental actions and commitments are clearly assigned, monitored, and closed within agreed timelines. • Facilitates cross-functional discussions when issues involve multiple departments. • Works with Department Heads to strengthen collaboration and reduce departmental silos. • Promotes transparency, information sharing, accountability, and collective ownership of the guest experience.• Escalates recurring or significant communication and integration issues to the appropriate Department Head and, where necessary, the General Manager. 5. Performance & Continuous Improvement • Monitors and analyzes service performance scores and key hotel indicators on a regular basis. • Uses data analysis, guest feedback, operational observations, and root-cause analysis to identify performance gaps. • Provides management with findings, trends, recommendations, and strategic direction for improvement. • Works with Department Heads to develop clear corrective and preventive action plans. • Establishes measurable improvement initiatives with clear responsibilities and timelines. • Monitors progress and effectiveness of improvement projects and communicates results to management. • Identifies hotel key drivers through guest and operational feedback to support quality charters and improvement priorities. • Uses quality findings and performance gaps to identify relevant coaching, learning, and development needs. • Ensures successful improvements are incorporated into SOPs, training, coaching, and departmental practices. • Promotes a culture of continuous learning and sustainable performance improvement. 6. Audits, Standards & Compliance • Coordinates internal and external quality audits, LQA, Forbes, brand audits, mystery shoppers, and other relevant assessments. • Liaises with auditors, assessors, mystery shoppers, and relevant external partners. • Prepares departments and colleagues for scheduled audits and quality assessments. • Communicates audit findings to relevant Department Heads and ensures appropriate action plans are developed. • Tracks audit scores, corrective actions, and improvement plans through to completion.• Monitors recurring audit deficiencies and works with departments to address underlying causes. • Ensures hotel standards, SOPs, and service procedures are consistently implemented. 7. Learning, Development & Quality Culture • Partners with the Training Manager and Department Heads to identify learning needs arising from Forbes, LQA, brand standards, guest feedback, audits, and performance results. • Delivers and supports targeted quality coaching, briefings, workshops, role plays, and on-the-job learning to strengthen luxury service behaviors. • Coaches leaders and colleagues on Forbes, LQA, guest experience, service recovery, communication, personalization, and attention to detail. • Converts guest feedback, complaints, audit findings, and service gaps into practical learning and coaching opportunities. • Supports Department Heads in reinforcing standards through daily coaching, observation, and feedback. • Follows up on learning effectiveness through quality observations, guest feedback, audit results, and performance indicators. • Identifies and supports high-potential colleagues through coaching, mentoring, cross-functional exposure, and development opportunities. • Promotes a culture of continuous learning, accountability, and service excellence across the hotel. 8. Leadership & People Management • Provides clear direction, coaching, support, and leadership to the Quality team. • Sets expectations, monitors performance, recognizes achievement, and provides constructive feedback. • Mentors and develops team members and supports career progression and succession planning. • Identifies individual training and development needs. • Develops Department Heads and leaders as quality coaches who can reinforce standards through daily leadership and feedback. • Identifies and supports high-potential colleagues through coaching, mentoring, and development opportunities.• Participates in recruitment, interviewing, onboarding, and succession planning activities as required. • Empowers colleagues to take ownership and responsibility in exceeding guest expectations. • Maintains a professional senior management image with guests, colleagues, and external stakeholders. 9. Operational Responsibilities • Reports defects, safety concerns, maintenance issues, and operational deficiencies to the appropriate departments and follows up on corrective actions. • Maintains strong working relationships with all departments to support effective communication and operational collaboration. • Plans and organizes Quality, Integration and Performance activities according to business requirements. • Maintains accurate records of quality issues, inspections, audits, guest feedback, action plans, and follow-ups. • Protects the privacy, confidentiality, and security of guests and colleagues. • Represents the hotel professionally at internal and external functions when required. • Carries out any other reasonable duties and responsibilities as assigned by the General Manager. OTHER DUTIES • Ensures high standards of personal presentation and grooming and promotes these standards amongst colleagues. • Responds to changes in the Quality, Integration and Performance function as dictated by the industry, company, brand, and hotel. • Maintains positive guest and colleague interactions and strong working relationships. • Attends and contributes to training sessions, meetings, and management discussions as required. • Represents the hotel professionally at external functions when required. • Maintains knowledge of relevant statutory legislation, company policies, and hotel procedures.• Carries out any other reasonable duties and responsibilities as assigned. TALENT PROFILE Qualification • Minimum Bachelor's degree in Hospitality Management, Hotel Management, or a related discipline from a recognized leading European hospitality school, such as EHL Hospitality Business School, Les Roches, Glion Institute of Higher Education, Swiss Hotel Management School (SHMS), César Ritz Colleges, Hotel Institute Montreux (HIM), Hotelschool The Hague, Vatel Hotel & Tourism Business School, or IMI International Management Institute Switzerland, or an institution of comparable international standing outside of Europe such as Cornell University, University of Houston or Purdue University, HKPU, NPU. • Master’s degree in Hospitality Management, Luxury Management, Business Administration, or a related discipline is preferred. • Additional professional qualifications in luxury hospitality, quality management, service excellence, or continuous improvement are an advantage. Work Experience • Minimum 4 years of relevant management experience in a luxury hotel or resort preferably ranked as a Five Star Forbes Hotel or equivalent standing. • Must have worked at a hotel or resort during the period in which the property achieved a Forbes Five-Star rating. • Demonstrated experience across at least three hotel operating departments. • Experience in Quality Assurance, Guest Experience, Operations, or a similar management role. • Strong understanding of luxury hotel operations and the complete guest journey. • Demonstrated experience in driving quality improvement, service excellence, and cross departmental initiatives. • Experience with Forbes, LQA, luxury brand standards, quality audits, and mystery shopper programs is preferred. Technical Skills • Proficient in English language and desirable for fluent or advanced proficiency in a source market language including: Spanish, German or Italian.• Excellent interpersonal and communication skills with strong guest relations capability. • Strong analytical, problem-solving, and root-cause analysis skills. • Very good command of spoken and written English. • Knowledge of LQA, Forbes, luxury hospitality, and brand standards. • Knowledge of Property Management Systems such as OPERA and guest feedback/reputation management platforms. • Competent computing skills, including Microsoft Office, Excel, and PowerPoint. • Strong presentation, reporting, and data interpretation skills. Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome. Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options. We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.