JOB SUMMARY
Property & Destination
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.
About the Role
As Director of Quality, you will be the custodian of excellence across the property, shaping a culture where total quality management is not only embedded but lived daily. Reporting to the Hotel Manager, you will work closely with the executive team to design and implement strategies that elevate guest satisfaction, enhance operational effectiveness, and foster employee engagement.
This role is central to ensuring the hotel consistently meets and exceeds St. Regis brand standards, while aligning quality initiatives with commercial performance and long-term business goals. Through coaching, influencing, and data-led insight, you will drive continuous improvement and ensure the hotel remains a benchmark for luxury service delivery.
Key Responsibilities
* 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
The Ideal Candidate
You are an accomplished hospitality leader with a passion for excellence and a deep understanding of luxury guest expectations. With experience across complex hotel operations—whether in rooms, guest services, or broader management—you bring both strategic insight and operational credibility.
Your leadership style is collaborative and empowering; you inspire teams to take ownership while maintaining the highest standards of accountability. You possess strong analytical capability, using data and guest insights to inform decisions and continuously refine the guest journey.
Detail-oriented yet commercial in your thinking, you understand the intrinsic link between service excellence, employee engagement, and financial performance. Above all, you lead with authenticity, curiosity, and a commitment to creating extraordinary experiences.
Why Join Marriott
At Marriott International, you join a global leader renowned for its portfolio of exceptional brands and its unwavering commitment to people. We offer extensive career development opportunities, empowering you to grow within an international network that values ambition and individuality.
With St. Regis, you become part of a legacy defined by bespoke service and timeless elegance, supported by Marriott’s scale, innovation, and dedication to excellence. Our culture is centred on putting people first—ensuring you are supported, inspired, and equipped to succeed.
This is a rare opportunity to define and elevate the quality experience at one of London’s most prestigious new luxury destinations. If you are driven by precision, inspired by legacy, and committed to delivering service beyond expectation, we invite you to explore your next chapter with St. Regis London .
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.