Rosewood Hotel Group Hiring! Full Time Director of Quality in Hong Kong - Ricebowl

Job Summary

The Director of Quality is responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating to shape a culture where service excellence is lived daily. By supporting quality service delivery across respective departments with updated trends and reviews of guests, this leadership role ensures that all quality processes meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

Essential Duties and Responsibilities - (Key Activities)

• Align the quality function with the standards and requirements of both the Corporate and Property Level.
• Coach managers on adopting the Total Quality Management leadership style and direct property quality efforts to address critical customer requirements.
• Take full ownership of the TrustYou program, monitoring trends, analyzing results, and driving initiatives to elevate the hotel's overall guest satisfaction score.
• Oversee regular quality audits and drive new initiatives to ensure full compliance with prevailing LQA standards.
• Consolidate and compile guest review statistics, presenting data-driven insights for the weekly Leaders Meeting and morning briefings.
• Maintain a strong, visible presence in guest-facing areas, observing service delivery, engaging with guests, and coaching associates in real-time.
• Ensure relevant quality information is properly documented, summarized, and communicated to the executive leadership team in a timely manner.
• Facilitate process improvement teams, assuring the use of systematic processes, root cause analysis, and measurable improvements for non-conformances.
• Oversee GoAudits support with respective departments and update information on Priority Boards.
• Coordinate with Talent and Culture on quality service training to foster employee commitment to providing excellent, personalized service.
• Attend the monthly Global Quality Ambassador call to enhance overall understanding of the quality function within the Rosewood Hotel Group and competitor brands.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.

Required Skills and Knowledge

• Deep understanding and strong command of luxury service standards, including LQA.
• Exceptional leadership, communication, and coaching abilities, with a proven track record of inspiring teams to take ownership of quality standards.
• Statistical knowledge and strong analytical capability in presenting data in clear and meaningful ways to inform business decisions.
• Comprehensive experience and knowledge of Total Quality Management (TQM) or reliability management.
• Strong problem-solving and decision-making skills to recognize issues, determine root causes, and develop effective, proactive solutions.
• Ability to efficiently compile, display, track, and analyze defect trends using data collection methods and prevailing platforms.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline
• Approximately 4 years of experience in Quality Management is highly preferred; alternatively, a minimum of 5 years’ experience in guest services, front desk, housekeeping, sales and marketing, operations management, or a related professional area.
• Solid understanding of international luxury brand standards, service excellence, and compliance requirements
• Preference is given to candidates with a background emphasizing operational excellence and total guest satisfaction within luxury hotel operations.
• International hospitality exposure preferred
• Excellent command of spoken and written English
• Cantonese and/or Mandarin language capability is an advantage