About the Hotel
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.
The Opportunity
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.
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.
Key Responsibilities
Champion Quality Excellence
1. Lead the implementation of Total Quality Management strategies across the property.
2. Guide department heads and teams in aligning with brand standards and guest expectations.
3. Facilitate process improvement initiatives that are measurable, impactful, and sustainable.
Inspire and Empower Teams
4. Train and mentor managers and associates in quality tools, guest satisfaction metrics, and strategic planning.
5. Foster a culture of accountability, innovation, and service excellence.
6. Communicate clear goals and celebrate milestones that drive performance.
Enhance the Guest Journey
7. Analyse guest feedback and lead proactive service recovery efforts.
8. Maintain a visible presence on property to engage with guests and gather real-time insights.
9. Create an environment where every touchpoint exceeds expectations.
Drive Data-Driven Decisions
10. Utilize quality tools and data analytics to identify trends and root causes.
11. Translate insights into actionable strategies that enhance service delivery and operational efficiency.
Lead with Heart and Integrity
12. Promote fairness, transparency, and open communication across all levels.
13. Conduct performance reviews, support career development, and champion employee satisfaction.
14. Ensure compliance with SOPs and uphold the values of the St. Regis brand.
What We’re Looking For
You should have:
15. Extensive experience in quality assurance, guest services, or hotel operations within luxury hospitality.
16. Exceptional leadership and coaching skills with a passion for excellence.
17. Expertise in quality tools, data analysis, and strategic planning.
18. A commitment to creating memorable guest experiences and fostering employee satisfaction.
19. Resilience, adaptability, and a drive to innovate in a competitive market.
Why Join Us
20. Be part of a historic opening and a globally renowned luxury brand.
21. Shape the quality culture of one of London’s most iconic hotels.
22. Enjoy competitive compensation, benefits, and career development opportunities.
23. Lead a team that defines the future of ultra-luxury hospitality in the UK.
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.