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Director of Quality
2 months ago
The Role: Director of Quality
Sector: Hotels
Location: Berkshire
Salary: up to £110,000
Our client is a leading, branded hotel group, with a large collection of properties around the world. They have tireless ambition and very exciting plans for growth. To support their continued success and incredibly high standards, we are now looking for a Director of Quality to join the team.
This is a unique role and a very exciting opportunity
The Director of Quality will operate across a broad spectrum of services, practices, people and premises to embed quality excellence at all levels. You will develop and introduce the tools and programmes to inform and improve the Quality Model. Through coaching individuals and teams, along with extensive data analysis, you will ensure brand programming is activated and enlivened in all guests contact areas and act as a brand guardian and advocate whilst taking accountability on Quality delivery.
The Director of Quality is an integral part of the central Leadership Team who will influence strategic decisions by representing the voice of the guest and the evolution of customer experience expectation.
Key to role:
- Define Quality Model & Analytics to drive service quality
- Set, manage and communicate clear Quality goals and desired results
- Ability to review Quality across all service lines, from Rooms to F&B
- Train and coach quality champions on process improvement, strategic planning and problem solving
- Supports the teams to ensure a full understanding of hotel operations, to improve guest satisfaction, service performance and increase revenue performance and cost control.
- Develops systems & dashboards to enable leaders to greater understand guest satisfaction results and consequences action planning tool.
- Use data collection methods to compile, display, track, and analyse trends.
- Prepares quality reports and suggests action plans
- Develops and deliveries courses, including but not limited to the Service Philosophy, Professional Skills, Train the Trainers and Leadership Skills programmes
- Participate in the Quality and Sustainability Council.
- Has a strong knowledge of hotel competitor set
The ideal candidate will come from a luxury hotels / hospitality background and be capable of working autonomously. They will have demonstrable experience and visible success across customer journey and team engagement.
Please note – this is not a Health and Safety role. Thank you.
To be considered, please send your CV to edcorecruitment
To view all our vacancies, go to: corecruitment
You must be able to live and work in the UK without restriction.
