Director of Quality

A global luxury brand with hospitality at its heart, Raffles Hotels & Resorts encompasses 20 ultra luxury hotels and resorts in key international destinations, some with additional branded private residences. Four further hotel properties will open under the Raffles brand in 2024-25. Named after the pioneering British founder of Singapore, Sir Stamford Raffles, the Raffles brand is synonymous with the elegant British etiquette, effortless glamour and sophistication of an earlier era, while bringing a sensibility that is in tune with the lives of our well-travelled guests – at once a vibrant heart and a tranquil haven.

At Raffles our service style is warm, personalised and gracious, with a legendary spirit of generosity embodied by our signature Raffles Butlers. We have led the way in creating hotel interiors that are art museums in their own right; we are fertile ground for creativity in the culinary arts, attracting leading chefs; and we work with expert practitioners and specialist partners to create next-generation wellness experiences. We have always sought to preserve both cultural and natural heritage, employing historians, marine biologists and art curators within the properties, to underline an experience that is truly authentic.

At Raffles, visitors arrive as guests, leave as friends and return as family. Along the way they will discover a place to celebrate, adventure, exchange ideas and be inspired; and a new meaning of luxury that touches the emotions as elegantly as the Raffles name itself.

Raffles Jakarta is strategically located in the heart of the Kuningan district within Jakarta's Golden Triangle. It is an art-filled oasis that elegantly blends history, culture, and luxury. The hotel is more than just a place to stay; it's a meeting point for art and ideas, business and leisure, glamour and fashion. Connected to Lotte Shopping Avenue and the Ciputra Artpreneur Centre, home to The Hendra Gunawan Museum, and a 1,200-seat Broadway Musical Theatre, our location is ideal for both local and international guests, offering convenience and a wealth of cultural experiences. The hotel offers exceptional facilities, including the serene Raffles Spa, a tranquil outdoor pool, versatile meeting spaces, and a state-of-the-art fitness centre, providing luxury and comfort.

At Raffles Jakarta, we pride ourselves on our dedicated team, who excel in delivering exceptional service and attention to detail. Founded by Dr. (HC) Ir. Ciputra, our hotel brings the legacy of renowned Indonesian artist Hendra Gunawan to life through our magnificent interiors. We are deeply committed to sustainability and community engagement, striving to minimize our environmental impact and actively support the local community. By choosing Raffles Jakarta, you do not just work at a luxury hotel but also support a hotel that cares about the local community.

By joining our team, you will join a community that values excellence, creativity, and sustainability. Embark on a rewarding career journey with Raffles Jakarta and contribute to our art, history, and luxury legacy.

The Director of Quality serves as the guardian of the hotel’s service excellence, championing a culture of flawless guest experiences that embody the prestige and integrity of a world-class luxury brand. This role provides strategic leadership and direction for all quality assurance initiatives—ensuring that every touchpoint, from pre-arrival to post-departure, reflects the highest standards of craftsmanship, hospitality, and care.

Working as a vital member of the executive leadership team, the Director of Quality partners with all operational departments to evaluate performance, elevate service delivery, and institutionalize best practices that drive consistency and innovation across the property. Through meticulous monitoring of service metrics, proactive audits, and insightful analysis of guest feedback, this role transforms data into action plans that continuously refine operational excellence and deepen guest loyalty.

Beyond oversight, the Director of Quality acts as an ambassador of the brand’s promise—coaching teams to embody its values, inspiring continuous improvement, and reinforcing a mindset of pride and accountability. This position ultimately ensures that the hotel not only meets but redefines luxury benchmarks, strengthening its reputation as a distinguished destination for discerning global travelers.

1. Education: A bachelor’s degree in Hospitality Management, Hotel Administration, Business Administration, or a related field is required.
2. Experience: A minimum of 8 years of progressive experience in the hospitality industry, with significant exposure to quality management, guest experience, or operational excellence, is essential. Previous leadership experience is required, demonstrating the ability to drive quality initiatives and influence operational teams.
3. Luxury Hotel Background: Prior experience in luxury hotels or upscale hospitality environments is highly valued, providing a deep understanding of the service standards, operational expectations, and guest preferences within a luxury brand.
4. Quality and Service Excellence Expertise: Strong understanding of quality assurance frameworks, service standards, audit processes, and continuous improvement practices within hospitality operations.
5. Analytical and Strategic Thinking: Proven ability to analyze guest feedback, service performance data, and operational metrics, translating insights into actionable strategies that enhance service quality and guest satisfaction.
6. Leadership and Interpersonal Skills: Exceptional leadership capability, strong communication skills, and the ability to build effective partnerships with department heads and colleagues across the organization to drive a culture of excellence.
7. Problem-Solving and Decision-Making: The ability to address complex operational challenges, implement effective service improvements, and make strategic decisions that strengthen service consistency and brand reputation.
8. Industry Knowledge: Solid knowledge of hospitality industry trends, guest expectations, and global luxury service standards to ensure the hotel remains competitive and continues to deliver exceptional guest experiences.