Quality & Guest Services Director in Perth

The EQ Perth hotel is seeking an exceptional Quality & Guest Services Director with a proven leadership record among the world’s leading luxury and ultra-luxury hotel brands. As part of the founding leadership team, you will shape the service culture and guest service experience of a new luxury hotel in Perth, Western Australia, championing relationship hospitality through genuine guest connections, personalized and anticipatory service and thoughtful recognition.

The Role

• Lead quality and guest services readiness for opening, including service standards, standard operating procedures, guest journey planning, service rehearsals and team training.
• Establish and lead the hotel’s quality assurance programme, aligning departmental standards with the hotel’s service philosophy and preparing teams for internal audits and external luxury quality assessments.
• Lead the development and delivery of personalised guest experiences, including pre-arrival planning, VIP and returning guest recognition, special occasions and thoughtful follow-up.
• Maintain a visible presence in guest areas, observing service and coaching colleagues in real time.
• Lead escalated guest concerns and service recovery, working with department leaders to identify root causes, agree corrective actions and prevent recurrence.
• Oversee guest feedback, online reviews and reputation management, establish quality and satisfaction measures, and report performance and priorities to the leadership team.
• Partner with People & Culture and department leaders to deliver service training, coach managers and build team ownership of quality and personalised service.

About You

• A proven leadership record in quality management, guest services, guest relations or Rooms operations with the world’s leading luxury and ultra-luxury hotel brands.
• Experience at internationally acclaimed luxury or ultra-luxury hotels in Asia and/or Europe, including those recognised in The World’s 50 Best Hotels or comparable rankings, would be very highly regarded.
• Strong knowledge of internationally recognised luxury hotel service standards and quality assessment frameworks (LQA, Medallia, Forbes Travel Guide Star Rating®, Michelin Key®), with practical experience in quality audits, root cause analysis and continuous improvement.
• Exceptional interpersonal skills, discretion and judgement, with the ability to coach teams, influence department leaders and build ownership of service quality.
• Strong analytical skills, with the ability to translate guest feedback and performance data into clear priorities, practical action plans and measurable results.
• Ideally a qualification in hospitality management, business or a related field, or equivalent experience, with excellent written and spoken English.
• Luxury hotel pre-opening experience is highly desirable.
• Candidates must hold or be eligible for Australian work rights.

The EQ Perth and associated entities are equal opportunity employers.