Quality & Guest Services Director

PRE-OPENING | the EQ PERTH hotel | PERTH, WESTERN AUSTRALIA 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 current 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.

Application Submit your CV outlining the luxury brands and hotels where you have held leadership roles, your approach to quality management, and examples of measurable improvements you have delivered.

Candidates must hold or be eligible for Australian work rights. Employer-sponsored visa support may be considered, at its discretion, for an exceptional international candidate who meets all essential criteria.

The EQ Perth and associated entities are equal opportunity employers.

📌 Quality & Guest Services Director (Perth)
🏢 The EQ Hotel Perth
📍 Perth