Director of Quality & Front Office

About the role

The Director of Quality & Front Office will lead the implementation of Total Quality Management across the property, ensuring that all quality processes align with the brand’s standards, guest expectations, and continuous‑improvement goals. Reporting to senior management, this role works closely with General Managers, front‑office teams, housekeeping, sales, and other departments to embed a culture of quality and guest‑centric service.

Key responsibilities

• Define, monitor, and achieve quality‑assurance goals through coaching, training, and systematic process improvement.
• Lead and develop the Quality Assurance team, delivering problem‑solving, strategic planning, and root‑cause analysis training.
• Implement and manage quality tools, data‑collection methods, and reporting dashboards to track defect trends and guest‑satisfaction drivers.
• Review guest feedback with leadership, initiate corrective actions, and ensure timely resolution of complaints.
• Facilitate cross‑functional improvement teams, guaranteeing measurable and sustainable enhancements.

Required profile

• Either a 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years of relevant experience, or a 4‑year bachelor’s degree with 2 years of experience.
• Proven experience in guest services, front‑desk operations, housekeeping, sales & marketing, or management within the hospitality sector.
• Strong understanding of Total Quality Management principles and ability to coach managers in this leadership style.

Required skills