Director Quality Assurance and Compliance

Scope of work: Asia-Pacific

Job Purpose:

To provide strategic leadership and oversight for quality assurance, compliance, and operational excellence across all properties in the Asia Pacific region. This role ensures adherence to brand standards, regulatory requirements, and guest satisfaction metrics while driving continuous improvement initiatives aligned with the company's business objectives.

Key Result Areas:

1. Regional QA Strategy & Leadership

Develop and implement a regional quality assurance framework aligned with global standards and local regulations.

Serve as the primary advisor to General Managers and property leaders on quality, compliance, and risk mitigation.

2. Compliance & Regulatory Oversight

Ensure all properties comply with local health, safety, and hospitality regulations (e.g., FSMS, HACCP, GDPR).

Lead internal and external audits, including third-party certifications (e.g., Forbes Travel Guide).

3. Quality Standards & Guest Experience

Monitor and evaluate guest feedback (e.g., GRI, NPS, satisfaction surveys) to identify trends and implement corrective actions.

Drive consistency in service delivery, cleanliness, and facility maintenance across the region.

4. Risk Management & Crisis Response

Develop contingency plans for operational disruptions (e.g., natural disasters, pandemics).

Investigate and resolve critical compliance breaches or guest incidents.

5. Training & Capability Building

Collaborate with L&D teams to design training programs for quality standards and compliance protocols.

Mentor property QA teams to elevate performance and accountability.

6. Data Analytics & Reporting

Utilize QA dashboards to track KPIs (e.g., audit scores, incident rates) and present insights to senior leadership.

Benchmark regional performance against global peers and industry best practices.

7. Sustainability & Innovation

Integrate green practices (e.g., waste reduction, energy efficiency) into QA frameworks.

Pilot technology-driven solutions (e.g., AI for hygiene monitoring) to enhance compliance efficiency.

General:

1. Foster a culture of excellence and continuous improvement.

2. Maintain a strong knowledge of emerging QA trends and tools relevant to the hospitality sector.

3. Maintain personal professionalism and represent company with external engagements.

4. Comply with the companys values, standards, and business ethics.

5. Attend leadership meetings and global QA sessions as required.

6. Ensure all actions adhere to corporate policies and local laws

Performance Evaluation Indicators:

Regional Audit Score Compliance Rate
Guest Satisfaction Index
Reduction in Critical Compliance Violations
Training Completion Rates for QA Programs

Site inspector (MEP)

Regional Director of Quality and Compliance