Director of Quality, Integration and 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 SolverTHE 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 for the department.