Experienced Service Quality & Compliance Manager
About the job
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
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
A degree in Hospitality Management, Business Management, Quality Management, or a related discipline is advantageous but not essential.
What we offer
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
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