Director of Quality, Integration and Performance

About the role

Raffles Seychelles is looking for a Director of Quality, Integration and Performance, a department-head position 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

• Quality and service excellence: lead the hotel's quality culture, monitor quality, guest experience and operational indicators, run regular quality inspections and inspections at guest touchpoints, and ensure colleagues consistently deliver LQA, Forbes, brand and hotel standards.
• Guest engagement: stay visible in guest areas, listen personally to major guest concerns, act as guest advocate and build relationships with regular guests, VIPs and key guests.
• Guest feedback and service recovery: handle and oversee significant complaints, keep accurate records, analyse feedback from surveys, TripAdvisor, ReviewPro and comment cards, find root causes and turn failures into improvement opportunities.
• Integration and communication: set up communication processes between departments, ensure information is shared accurately and on time, run briefings, meetings and action trackers, and escalate recurring issues to the General Manager when needed.
• Performance and continuous improvement: analyse service scores and key indicators, provide management with findings and recommendations, develop corrective and preventive action plans, embed improvements in SOPs, training and coaching, and use quality findings to identify learning needs.
• Audits, standards and compliance: coordinate internal and external audits, LQA, Forbes, brand audits and mystery shoppers, liaise with auditors, prepare departments, track audit scores and corrective actions, and ensure standards and SOPs are consistently applied.
• Learning and development: partner with the Training Manager and Department Heads to deliver quality coaching, briefings, workshops, role plays and on-the-job learning, and coach leaders and colleagues on Forbes, LQA, guest experience and service recovery.

Required profile

• Talent Plus profile: achievement, expectation and responsibility; adaptability, intensity, safety and structure; relator, developer, team and service; courage and direction.
• Analytical, problem-solving approach with common sense.