Director of Quality, Pre-Opening - The St. Regis London

Job description

Director of Quality

Coming soon to the heart of Mayfair, The St. Regis London marks the brand’s prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies ‘Live Exquisite’ a celebration of London’s pioneering and glamorous lifestyle for the Luminaries of the world.

We are seeking a strategic and inspiring Director of Quality to lead the creation and execution of our Total Quality Management strategy at The St. Regis London. This role is instrumental in shaping our culture of excellence, ensuring every guest experience and operational process reflects the brand’s uncompromising standards.

Key Responsibilities

Champion Quality Excellence

·  Lead the implementation of Total Quality Management strategies across the property. 
·  Guide department heads and teams in aligning with brand standards and guest expectations. 
·  Facilitate process improvement initiatives that are measurable, impactful, and sustainable.

Inspire and Empower Teams

·  Train and mentor managers and associates in quality tools, guest satisfaction metrics, and strategic planning. 
·  Foster a culture of accountability, innovation, and service excellence. 
·  Communicate clear goals and celebrate milestones that drive performance.

Enhance the Guest Journey

·  Analyse guest feedback and lead proactive service recovery efforts. 
·  Maintain a visible presence on property to engage with guests and gather real-time insights. 
·  Create an environment where every touchpoint exceeds expectations.

Drive Data-Driven Decisions

·  Utilize quality tools and data analytics to identify trends and root causes. 
·  Translate insights into actionable strategies that enhance service delivery and operational efficiency.

Lead with Heart and Integrity

·  Promote fairness, transparency, and open communication across all levels. 
·  Conduct performance reviews, support career development, and champion employee satisfaction. 
·  Ensure compliance with SOPs and uphold the values of the St. Regis brand.

Core Competencies

As a senior leader, you will collaborate across departments to embed quality principles, drive continuous improvement, and champion a guest-centric mindset throughout the hotel. You should have: 

·  Extensive experience in quality assurance, guest services, or hotel operations within luxury hospitality. 
·  Exceptional leadership and coaching skills with a passion for excellence. 
·  Expertise in quality tools, data analysis, and strategic planning. 
·  A commitment to creating memorable guest experiences and fostering employee satisfaction. 
·  Resilience, adaptability, and a drive to innovate in a competitive market.

At The St. Regis London , our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.

Financial Rewards

·  Competitive salary designed to recognise excellence
·  Enhanced pension
·  Life assurance
·  Company sick pay
·  Additional holiday allowance
·  Access to BenefitHub's exclusive retail, wellness and travel privileges
·  Friends & Family preferred rates at Marriott hotels worldwide

Career Development

·  Clear pathway for internal promotions and transfers
·  Cross-department training to refine your craft and broaden your expertise
·  Expert-led development programmes
·  Continuous learning through structured programmes
·  Premium e-learning platform access
·  Be part of an exclusive pre-opening experience shaping the future of the property

Wellbeing Support

·  Private Medical Insurance
·  Employee Assistance Programme
·  Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine
·  Food & Beverage discounts across Marriott properties
·  Year-round wellbeing initiatives and wellness activities

Recognition & Appreciation

·  Award programmes celebrating exceptional performance
·  The Astor Awards
·  Distinctive Moments celebration
·  Long service awards
·  Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
·  Vibrant social calendar with team events and engagement activities

*Terms and Conditions Apply

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.