Director, Quality - St Regis, London Job at Marriott Bonvoy (London)

Job Description

Set within one of the world’s most celebrated capitals, The St. Regis London represents a distinguished expression of refined, modern luxury. Rooted in a legacy of impeccable service and timeless elegance, the hotel embodies the St. Regis hallmark of bespoke experiences and discreet sophistication. From its exquisitely curated design to its intuitive, anticipatory service, every detail reflects an enduring commitment to excellence. Perfectly positioned at the heart of London’s cultural and social landscape, St. Regis London is poised to redefine luxury hospitality in the city.

Job Responsibility

Champion a Total Quality Management culture through coaching, training, and leadership across all departments
Lead and execute the hotel’s quality assurance strategy, ensuring alignment with brand standards and guest expectations
Analyse guest feedback, operational data, and performance trends to identify opportunities and drive measurable improvements
Partner with department leaders to elevate service delivery and enhance guest satisfaction at every touchpoint
Facilitate continuous improvement initiatives, including process optimisation and root cause analysis
Act as a visible leader, engaging with guests to gather feedback and resolve concerns with professionalism and care
Foster a high-performance culture through training, development, and clear communication of quality goals
Ensure compliance with brand, regional, and operational standards while supporting broader business initiatives

Requirements

Experience across complex hotel operations—whether in rooms, guest services, or broader management
Strong analytical capability, using data and guest insights to inform decisions
Detail-oriented yet commercial in thinking
Leadership style is collaborative and empowering
Deep understanding of luxury guest expectations

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Director, Quality - St Regis, London

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