Corporate Operational Excellence & Quality Director

ROLE PUROPOSE

The Corporate Operational Excellence and Quality Director will oversee the management and operational excellence of 8-10 high-end private luxury properties in Saudi Arabia. They must drive strategic initiatives with innovative operational practices, foster a culture of continuous improvement, and ensure that each property delivers an unparalleled experience, exceeding the expectations of the guests. This role requires frequent travel among the different properties to ensure they meet the highest standards of luxury, quality, and service, in line with prestigious luxury hospitality standards.

KEY ACCOUNTABILITIES AND ACTIVITIES

Operational Excellence

• Develop and implement operational policies, procedures, and standards to ensure all properties meet luxury hospitality benchmarks.
• Conduct regular audits and inspections of properties to ensure compliance with established standards and identify areas for improvement.
• Lead continuous improvement initiatives to enhance service quality, efficiency, and guest satisfaction.

Quality Management

• Establish and maintain a comprehensive quality management system to ensure the highest level of service and facility management.
• Monitor key performance indicators (KPIs) and implement corrective actions as necessary to maintain quality standards.
• Ensure all properties adhere to health, safety, and environmental regulations.

Team Leadership

• Recruit, train, and manage a team of property managers and staff to maintain the luxury standards of the properties.
• Provide leadership and mentorship to the team, fostering a culture of excellence and continuous improvement.
• Conduct regular performance reviews and provide feedback and development opportunities for team members.

Budget and Resource Management

• Develop and manage operational budgets for each property, ensuring cost-effectiveness without compromising quality.
• Oversee procurement and maintenance of high-quality furnishings, fixtures, and equipment for all properties.
• Ensure efficient resource allocation and inventory management across all properties.

Guest Experience

• Design and implement personalized guest experience programs to cater to the preferences and needs of the HNI individual and their guests.
• Address and resolve any guest complaints or issues promptly and effectively.
• Maintain a high level of confidentiality and discretion in all guest interactions.

Reporting and Communication

• Prepare and present regular reports on property performance, operational issues, and improvement plans to the HNI individual.
• Maintain open and effective communication with the HNI individual, providing updates and addressing any concerns or requests.

BACKGROUND, SKILLS AND QUALIFICATIONS

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Advanced degree (MBA) is preferred.
• Minimum of 10-15 years of progressive experience in the hospitality industry, with at least 5 years in senior leadership roles overseeing operational functions.
• Proficient in developing and implementing operational standards, processes, and procedures, with strong negotiation skills.
• Proven track record of managing multiple properties and delivering exceptional service standards.
• Strong leadership, organizational, and communication skills.
• Strong problem-solving skills and a keen eye for details.
• Ability to travel frequently and adapt to a dynamic work environment.
• Fluency in English; knowledge of Arabic is an advantage.
• High level of discretion, professionalism, and confidentiality.