Director of Quality

The Director of Quality & Service, Special Projects assists all departments to excel in delivering their service excellence promise. A person who is intuitive, meticulous, organized, good listener, with genuine warmth, strong motivator, leader by example, residents and colleagues engaging and who ultimately drives high Employee Engagement Score (EES) through passionate and committed operational colleagues as well as excellent Leading Quality Assurance (LQA) and Forbes audit scores. Skillful and experienced in operational and learning / quality backgrounds, confident in positively challenging standards execution on the floor and constantly seeking new ways for colleagues to deliver excellence. This executive leader will champion a culture of excellence by overseeing all aspects of quality assurance, service standards, and guest satisfaction across the hotel. As Head of Department, the Director of Quality & Service will ensure that every guest interaction reflects the highest levels of luxury, consistency, and personalization. The role involves collaboration across all departments to drive continuous improvement, implement service training programs, and monitor brand standards, ensuring that the hotel maintains its reputation as a leader in the global luxury hospitality industry.

Primary Responsibilities

GUEST EXPERIENCE & SERVICE EXCELLENCE

• Conducts with / on behalf of Rooms Division regular inspections of arrival suite set-up and preparation, amenities delivery, special occasion setups, and departure arrangements to ensure readiness and compliance with luxury standards for training purposes.
• Conducts with / on behalf of Food & Beverage regular self-assessments in the restaurants and bars, possibly events, to ensure readiness and compliance with luxury standards for training purposes.
• Engages with guests when necessary to gain further knowledge on the hotel guests' needs and better anticipate them with the team as part of training sessions.
• Ensures to remain informed about surveys, reviews and RPS trends, and service recovery cases, via the support of the Admin Rooms Executive.
• Champion the delivery of exceptional guest experiences, aligning with the hotel's brand promise and luxury service philosophy.
• Leads the development and implementation of guest satisfaction strategies, including Voice of the Guest initiatives and guest feedback analysis.
• Being part of resolution of guest concerns, ensures timely follow-up and long-term service recovery strategies.

QUALITY ASSURANCE & STANDARDS COMPLIANCE

• Supports all operational teams in driving team performance and monitors adherence to internal and external service standards (e.g., Standard Operating Procedures (SOP), Raffles Local SOP (LSOP), Forbes Travel Guide 5-Star Certification, Leading Quality Assurance (LQA), Service and Brand Standards, guest satisfaction and other internal KPIs).
• Conducts regular audits, inspections, and mystery shopper programs to evaluate service performance and consistency.
• Partner with department heads to implement corrective action plans and continuous quality improvement initiatives.
• Assists in the onboarding and familiarization of new colleagues, ensuring alignment with the hotel's and brand service culture.
• Helps identify training needs and leads some skills-based and service culture training sessions, especially on emotional engagement.
• Promotes a collaborative team environment within and across departments at hotel level where ideas and suggestions are welcomed; supports the review and refinement of SOPs and service sequences.
• Assists in the execution of annual upsell strategies as part of service training and encourages team participation in revenue-generating initiatives.

LEADERSHIP & CULTURE DEVELOPMENT

• Monitors team adherence to hygiene, Work Safety and Health (WSH) standards, and guest confidentiality policies.
• Collaborates in maintaining HACCP and hygiene audit readiness across the hotel.
• Supports hotel-wide initiatives related to Corporate Social Responsibility (CSR), sustainability, and community engagement.
• Embraces innovation, adapts to change, and leads by example to ensure continuous service excellence.
• Inspires and mentor departmental leaders and frontline staff to uphold a culture of excellence and accountability.
• Leads the Service Culture Committee, ensuring initiatives are aligned with the hotel's mission, values, and brand identity.
• Oversees recognition programs that reward service excellence and employee engagement.

GROWTH & STRATEGIC PLANNING

• Collaborates with Learning & Development to design and deliver luxury service training programs and onboarding experiences.
• Implements coaching sessions and refresher training based on guest feedback and audit results.
• Fosters a learning environment that promotes personal and professional growth.
• Contributes to the recruitment when applicable to ensure that talents and candidates are aligned with the hotel and brand values to contribute to the overall service performance.
• Leads annual strategic planning for quality and service, setting measurable goals and KPIs.
• Serves as a liaison for corporate quality and brand standards teams.

Candidate Profile

Qualifications and Experience

• Minimum of 8–10 years of experience in luxury hospitality, with at least 5 years in a leadership role focused on guest experience, quality assurance, or hotel operations.
• Proven track record in achieving high guest satisfaction scores and improving service delivery.
• Strong knowledge of luxury service standards (Forbes, LQA, etc.).
• Exceptional leadership, communication, and interpersonal skills.
• Excellent communication skills in English and ability to communicate in a second language.
• Diploma or Degree from School for Tourism and Hotel Management or a related field; advanced certifications in service excellence or quality management preferred.

Competencies

• Possesses strong interpersonal skill.
• Ascertains and effectively address guest / colleagues needs.
• Directs team, trains and motivates individuals, creates and maintains a cohesive team.
• Services oriented with an eye for details and approachable attitude.
• Works well under pressure, analyses and resolves problems, and exercises good judgment.
• Self-motivates and energetic and has good initiative under dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Embraces and responds to change effectively.
• Creativity.
• Experiential focus.
• Local market knowledge.
• Understands international luxury travelers and their needs.
• International level of quality and non-hotel experience a plus.
• Multi-cultural understanding.

Candidate Profile

Qualifications and Experience

• Minimum of 8–10 years of experience in luxury hospitality, with at least 5 years in a leadership role focused on guest experience, quality assurance, or hotel operations.
• Proven track record in achieving high guest satisfaction scores and improving service delivery.
• Strong knowledge of luxury service standards (Forbes, LQA, etc.).
• Exceptional leadership, communication, and interpersonal skills.
• Excellent communication skills in English and ability to communicate in a second language.
• Diploma or Degree from School for Tourism and Hotel Management or a related field; advanced certifications in service excellence or quality management preferred.

Competencies

• Possesses strong interpersonal skill.
• Ascertains and effectively address guest / colleagues needs.
• Directs team, trains and motivates individuals, creates and maintains a cohesive team.
• Services oriented with an eye for details and approachable attitude.
• Works well under pressure, analyses and resolves problems, and exercises good judgment.
• Self-motivates and energetic and has good initiative under dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Embraces and responds to change effectively.
• Creativity.
• Experiential focus.
• Local market knowledge.
• Understands international luxury travelers and their needs.
• International level of quality and non-hotel experience a plus.
• Multi-cultural understanding.