Experienced Service Quality & Compliance Manager
Sobre el trabajo
The Merrion Hotel located in the heart of Georgian Dublin, opposite Government Buildings, is the capital's most luxurious five star hotel, and a proud member of The Leading Hotels of the World. Created from an impeccable restoration of four Georgian Townhouses, the 142-bedroom and suite hotel is arranged around two 18th Century style gardens. The Merrion is home to Restaurant Patrick Guilbaud, a Two Star Michelin Restaurant, The Cellar Bar, The Garden Room, and the intimate No. 23 Cocktail Bar. Another key feature of The Merrion Hotel is its stunning art collection - the largest private collection of 19th and 20th century art in Ireland. This art collection provides the inspiration for The Merrion's Art Tea.
The Merrion Hotel has partnered with Flow Hospitality Training to provide a bespoke learning management system for all of our team members. The Merrion is the first hotel in Ireland to provide accredited and tailor made training via Flow Hospitality Training.
A proud member of the Leading Hotels of the World, The Merrion is located in the heart of Dublin city centre, opposite Government Buildings. Set across four restored Georgian townhouses, the hotel features 142 elegant rooms and suites surrounding two beautiful 18th-century style gardens.
We are now seeking an Experienced Service Quality & Compliance Manager to join our team at The Merrion Hotel. This is a specialist leadership role responsible for the strategic design, implementation, and continuous improvement of luxury service standards across all areas of the hotel. The successful candidate will bring advanced expertise in internationally recognised luxury hospitality frameworks, including Forbes Travel Guide, Leading Hotels of the World (LHW), and LQA standards, and will play a critical role in maintaining the hotel's 5-star classification, international accreditations, and reputation for excellence.
If you are passionate about delivering exceptional service and would like to be part of a team that values excellence at the highest level of luxury hospitality, we would love to hear from you.
Key Responsibilities
* Lead all internal and external audits (Forbes, LQA, and internal audits)
* Maintain and improve audit performance, targeting top-tier scoring outcomes
* Ensure full compliance with international luxury hospitality standards
* Design and implement service quality systems and frameworks
* Monitor and report on audit scores, guest satisfaction metrics, and KPIs
* Drive continuous improvement initiatives based on performance data
* Develop and deliver service excellence training aligned with Forbes and LQA standards
* Embed behavioural standards including emotional intelligence and anticipatory service
* Coach leadership teams to ensure consistent luxury service delivery
* Lead initiatives to enhance personalisation and exclusivity across the guest journey
* Drive measurable improvements in guest satisfaction and engagement
* Ensure delivery of high-impact, memorable guest experiences
* Oversee service delivery across 16+ departments
* Align all departments to consistent luxury standards
* Act as the subject matter expert on service quality and compliance
* Achievement and maintenance of Forbes 5-star audit scores
* Continuous improvement in LQA benchmarking results
* Increased guest satisfaction and engagement metrics (including Qualtrics)
* Consistent service excellence across all guest touchpoints
* Full audit readiness and compliance across departments
Requirements
* Experience Minimum of 5 years' experience in a guest services-related role within a 5-star luxury hotel
* Direct experience with Forbes Travel Guide and/or Leading Hotels of the World standards
* Proven experience in quality assurance, audits, and service excellence leadership
* Experience managing multi-departmental operations Strong background in training and coaching service standards
Skills & Competencies
* Advanced knowledge of luxury hospitality standards and audit frameworks
* Strong analytical and data-driven decision-making skills
* Ability to influence senior stakeholders and operational teams
* Exceptional attention to detail and professional judgement
* Strong leadership and coaching capabilities
Qualifications What we offer
A degree in Hospitality Management, Business Management, Quality Management, or a related discipline is advantageous but not essential.
What we offer
We recognise and reward our team with a comprehensive benefits package designed to support your wellbeing, development, and work-life balance, including:
* Competitive salary
* Increased annual leave with length of service
* Complimentary meals on duty
* Free dry cleaning of uniforms
* Private health and dental insurance
* Contributory pension scheme (including death in service benefit)
* "Recommend a Friend" bonus scheme
* Tax-saving travel and Bike to Work schemes
* Employee discounts on hotel stays, dining, and bars for you, your family, and friends
* Employee Assistance Programme for you and your family
* Ongoing learning and development opportunities
#Jobs
The Merrion Hotel has partnered with Flow Hospitality Training to provide a bespoke learning management system for all of our team members. The Merrion is the first hotel in Ireland to provide accredited and tailor made training via Flow Hospitality Training.
A proud member of the Leading Hotels of the World, The Merrion is located in the heart of Dublin city centre, opposite Government Buildings. Set across four restored Georgian townhouses, the hotel features 142 elegant rooms and suites surrounding two beautiful 18th-century style gardens.
We are now seeking an Experienced Service Quality & Compliance Manager to join our team at The Merrion Hotel. This is a specialist leadership role responsible for the strategic design, implementation, and continuous improvement of luxury service standards across all areas of the hotel. The successful candidate will bring advanced expertise in internationally recognised luxury hospitality frameworks, including Forbes Travel Guide, Leading Hotels of the World (LHW), and LQA standards, and will play a critical role in maintaining the hotel's 5-star classification, international accreditations, and reputation for excellence.
If you are passionate about delivering exceptional service and would like to be part of a team that values excellence at the highest level of luxury hospitality, we would love to hear from you.
Key Responsibilities
* Lead all internal and external audits (Forbes, LQA, and internal audits)
* Maintain and improve audit performance, targeting top-tier scoring outcomes
* Ensure full compliance with international luxury hospitality standards
* Design and implement service quality systems and frameworks
* Monitor and report on audit scores, guest satisfaction metrics, and KPIs
* Drive continuous improvement initiatives based on performance data
* Develop and deliver service excellence training aligned with Forbes and LQA standards
* Embed behavioural standards including emotional intelligence and anticipatory service
* Coach leadership teams to ensure consistent luxury service delivery
* Lead initiatives to enhance personalisation and exclusivity across the guest journey
* Drive measurable improvements in guest satisfaction and engagement
* Ensure delivery of high-impact, memorable guest experiences
* Oversee service delivery across 16+ departments
* Align all departments to consistent luxury standards
* Act as the subject matter expert on service quality and compliance
* Achievement and maintenance of Forbes 5-star audit scores
* Continuous improvement in LQA benchmarking results
* Increased guest satisfaction and engagement metrics (including Qualtrics)
* Consistent service excellence across all guest touchpoints
* Full audit readiness and compliance across departments
Requirements
* Experience Minimum of 5 years' experience in a guest services-related role within a 5-star luxury hotel
* Direct experience with Forbes Travel Guide and/or Leading Hotels of the World standards
* Proven experience in quality assurance, audits, and service excellence leadership
* Experience managing multi-departmental operations Strong background in training and coaching service standards
Skills & Competencies
* Advanced knowledge of luxury hospitality standards and audit frameworks
* Strong analytical and data-driven decision-making skills
* Ability to influence senior stakeholders and operational teams
* Exceptional attention to detail and professional judgement
* Strong leadership and coaching capabilities
Qualifications What we offer
A degree in Hospitality Management, Business Management, Quality Management, or a related discipline is advantageous but not essential.
What we offer
We recognise and reward our team with a comprehensive benefits package designed to support your wellbeing, development, and work-life balance, including:
* Competitive salary
* Increased annual leave with length of service
* Complimentary meals on duty
* Free dry cleaning of uniforms
* Private health and dental insurance
* Contributory pension scheme (including death in service benefit)
* "Recommend a Friend" bonus scheme
* Tax-saving travel and Bike to Work schemes
* Employee discounts on hotel stays, dining, and bars for you, your family, and friends
* Employee Assistance Programme for you and your family
* Ongoing learning and development opportunities
#Jobs
- Departamento: Alimentos & Bebidas servicio
Sobre ti
- Idioma requerido: Inglés.
La empresa
The Merrion, located in the heart of Dublin city centre, is the capital’s most luxurious five star hotel, and a proud member of The Leading Hotels of the World.
The 142-bedroom and suite hotel is as welcoming as it is stylish. An impeccable restoration of four Georgian townhouses, The Merrion is a marriage of exquisite comfort, relaxed elegance and advanced guest facilities, including free Wi-Fi, an 18m pool, spa and gym.
The Merrion is home to the 2-star Michelin Restaurant Patrick Guilbaud, The Cellar Bar, The Garden Room, and the intimate No. 23 Cocktail Bar.
This 5 star luxury hotel is to be found in the heart of Georgian Dublin, opposite Government Buildings and a few minutes’ walk from galleries, museums, the I.F.S.C, Dublin Convention Centre, pubs, restaurants and the shops of Grafton Street.
