Associate Director - Quality

About the jobA leading luxury hospitality group is seeking an Associate Director of Quality to oversee quality, business excellence, and guest experience across all properties. This hybrid role operates at both corporate and cluster level, providing strategic oversight and hands-on guidance to ensure brand standards, compliance, and operational excellence across the portfolio.The successful candidate will lead initiatives that enhance guest experience, maintain health and safety standards, drive learning and development, and ensure consistent delivery of the group’s high-quality standardsKey ResponsibilitiesOversee guest experience and service quality across all properties.Ensure brand standards are applied consistently and compliance obligations are met.Lead quality audits, inspections, and continuous improvement initiatives.Coordinate learning and development programs aligned with service excellence goals.Monitor health, safety, and operational risk management across the portfolio.Work closely with property leadership teams to implement corrective actions and best practices.Develop and report on KPIs related to quality, guest satisfaction, and operational excellence.Collaborate with corporate leadership to drive strategic quality initiatives and business excellence programs.Key Requirements8–10+ years’ experience in quality management, guest experience, or hospitality operations, preferably in multi-property or luxury hotel groups.Strong understanding of service quality frameworks, brand standards, and business excellence principles.Hands-on experience with quality audits, inspections, and continuous improvement processes.Experience coordinating learning and development initiatives in a hospitality context.Knowledge of health, safety, and regulatory compliance in hotel operations.Excellent communication, leadership, and interpersonal skills.Ability to operate at both strategic and operational levels across multiple properties.