Director of Quality, Integration and Performance

About the role

Raffles Seychelles, part of AccorHotels, is looking for a Director of Quality, Integration and Performance (department head reporting to the General Manager / Resort Manager). The role drives continuous improvement of the hotel's key quality indicators, guest experience, operational performance and cross-departmental integration, working closely with guests, department heads and colleagues to turn feedback and data into sustainable improvements.

Key responsibilities

• Lead quality and service excellence: set the vision, monitor quality and performance indicators, run regular inspections, and ensure staff consistently deliver LQA, Forbes, brand and hotel standards.
• Engage guests directly, listen to complaints and concerns, act as guest advocate and build relationships with regular guests, VIPs and key guests.
• Handle and oversee major guest complaints and service recovery, analyse feedback from surveys, TripAdvisor, ReviewPro and other channels, and turn findings into corrective actions.
• Establish communication and integration processes between departments, ensure information is shared accurately and on time, and escalate recurring issues to department heads or the General Manager.
• Monitor performance scores and key indicators, provide management with trends and recommendations, and work with department heads on corrective and preventive action plans.
• Coordinate internal and external audits, LQA, Forbes, brand audits and mystery shoppers, prepare departments, track audit scores and follow through on corrective actions.
• Partner with the Training Manager and department heads to identify learning needs, coach staff and leaders, and embed improvements in SOPs, training and departmental practice.

Required profile

• Values achievement, expectation and responsibility; adaptable, intense, safety-conscious and structured.
• Relational, team-oriented and service-minded, with courage and clear direction.
• Analytical, pragmatic problem solver.

What we offer

• Award-winning luxury accommodation with world-class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé.
• Career development and growth opportunities within a leading global luxury hospitality brand.