Director Global Quality Assurance and Customer Experience

Overview

At Hard Rock, delivering world-class guest experiences isn’t just a goal — it’s our way of life. The Director of Global Quality Assurance & Guest Experience is a key player in ensuring that every guest, across every touchpoint, feels the energy, the authenticity, and the excellence that define our brand. In this global leadership role, you'll oversee our Global Quality Assurance Program and Guest Experience Operations, including Brand Compliance across all business entities — from Hard Rock Hotels and Casinos to Seminole Gaming properties and Hard Rock Cafes. You’ll lead a high-impact team, champion service standard execution, and help drive the strategy that keeps Hard Rock at the top of its game. This role works closely with corporate leadership and demands a high level of initiative, sound judgment, and leadership. You’ll be responsible for allocating resources, aligning teams, and coordinating with internal stakeholders, clients, franchise leaders, or third-party partners to keep operations running smoothly and strategically. From mystery shops to service recovery, food safety compliance to guest experiences analytics — you’ll be in the driver’s seat, turning data into action and insights into unforgettable guest moments. Whether you're shaping brand standards or steering strategic improvements across the globe, you’ll ensure that the Hard Rock vibe stays strong, consistent, and unmatched.

Responsibilities

Essential Duties and Responsibilities:

• Own the challenges: You tackle issues head-on, address  challenges directly, and resolve them in a practical, positive way that strengthens relationships.
• Cultivate rockstar relationships: Manage and mentor your team to build lasting, healthy relationships with clients, strategic partners, and vendors.
• Turn feedback into action: Develop methods to capture, assess, and analyze customer feedback, then use those insights to rock the experience for the next guest.
• Train like a legend: Build and roll out well curated training and quality assurance programs that elevate new hires and experienced team members, ensuring they represent our company values and service culture successfully.
• Rock the training: Team up with Human Resources and Learning & Development to create and deliver top-notch training programs that elevate quality and service excellence at all levels.
• Tech-savvy problem-solver: Identify and recommend cutting-edge technology, equipment, and policies that will elevate our service and keep our guests coming back for more.
• Build a global program: Develop, Implement, and “Maintain” a robust quality assurance program, with framework tailored to hospitality and gaming, and clear objectives to be best in class
• Set the bar high: Align quality assurance standards with our core principles, guest experience expectations, and all regulatory requirements, ensuring  global leadership in the hospitality sector
• Lead with passion: Guide the global quality assurance team with a focus on continuous improvement, accountability, while inspiring your team to be industry leaders.
• Audit like a pro: Oversee property audits and evaluations to make sure every location is in tune with our brand and service standards.
• Collaborate and elevate: Work with hotel and casino leaders to find opportunities for improvement, evolution, or enhancement. Roll up your sleeves and implement corrective actions that make a real impact.
• Data-driven decisions: Analyze performance data and guest feedback to uncover trends and fine-tune our service delivery for maximum impact.
• Stay compliant: Ensure that all properties follow health, safety, gaming, and industry regulations, keeping our properties a top-tier brand in all markets.
• Partner for success: Work closely with legal and compliance teams to stay ahead of audits, certifications, and regulatory updates.
• Mentor and lead: Coach property-level QA teams and champions to ensure top-notch inspection protocols and performance expectations are always met.
• Keep the brand consistent: Ensure every location — from hotels and casinos to cafes — maintains brand integrity and delivers on the guest experience.
• Set up for success: Lead pre-opening quality inspections and training for new hotels and casinos, ensuring the brand standard is established from day one.

Guest Experience Leadership – Rocking the Hard Rock Vibe

• Drive the experience: Lead the development and rollout of Guest Experience initiatives that make Hard Rock a place where memories are made, elevating our global brand and guest-first culture.
• Identify gaps, create solutions: Spot training gaps and develop impactful solutions to make sure every team member delivers a legendary guest experience that keeps people coming back.
• Elevate consistency: Analyze Guest Experience performance across all business lines — from hotels and casinos to cafes and retail — and drive continuous improvement across the board.
• Deliver insights that rock: Provide clear, actionable reports and insights into leadership, giving them the tools to drive improvement and enhance the guest experience.
• Collaborate for greatness: Work hand-in-hand with property Guest Experience leaders to refine tools, training, and resources for every level of the team, ensuring excellence is baked in.
• Alignment is key: Ensure every team — from HRI to SGA leadership — is aligned and working toward the same goals for an unforgettable guest experience.
• Strategize for success: Partner with corporate and property executives to keep guest experience strategies aligned with the business objectives and Hard Rock’s brand vision.
• Create the playbook: Develop frameworks and playbooks that guide the execution of Guest Experience projects across all locations, ensuring rock-solid consistency and top-tier service.
• Build ownership: Create and implement  cross-functional task forces that drive collaboration, ownership, and success for Guest Experience initiatives.
• Reimagine the experience: Shake up our Guest Experience sessions to increase engagement and maximize collaboration across Hard Rock’s global business units.
• Stay ahead of the curve: Lead regular syncs with property leaders to track progress, share best practices, and keep the Hard Rock experience evolving.
• Track and Communicate what matters: Lead the development of systems (e.g., Qualtrics) to monitor guest feedback and close the loop on action items, sparking innovation and improvements.  Ensure effective and appropriate communication is implemented with all properties, cafes, etc. to ensure awareness and engagement. 
• Innovate continuously: Stay plugged into global hospitality trends, guest behavior, and emerging technologies, keeping Hard Rock on the cutting edge.
• Champion the culture: Be the driving force behind a brand-wide culture of unforgettable guest experiences that are constantly evolving through bold thinking and relentless improvement.

Qualifications

QUALIFICATIONS:

Required Skills/Abilities:

• Extensive experience  of international hospitality standards, gaming regulations, and service excellence programs.
• Proven experience in managing multi-site and / or international operations.
• Strong analytical, leadership, and interpersonal skills.
• Willingness to travel internationally (up to 25% - 50%).
• Excellent verbal and written communication skills.
• Excellent interpersonal and guest service/experience skills.
• Excellent organizational skills and attention to detail.
• Strong problem-solving skills.
• Proven  supervisory  Experience
• Proficient with Microsoft Office Suite or related software.
• Experience in 3rd party support
• Multi-Language a plus – Spanish preferred
• Preferred Skills:
• Certified Six Sigma, ISO 9001, or similar quality assurance frameworks.
• Experience with luxury hotel brands and integrated resort operations.
• System Experience: Qualtrics, HS Brands, NSF, ReviewPro/Review Tracker, Salesforce, Forbes, JD Power, AAA, NPS

Education and Experience:

• Bachelor’s degree in hospitality management, Business Administration, or a related field (Master’s preferred).
• 10 years of experience in hospitality or casino operations, with at least 5 years in a quality assurance leadership role.
• Experience in hotel and / or casino hospitality industry is necessary
• A solution-orientated and positive mindset that openly embraces change and stretches goals.
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodation is available upon request for candidates taking part in all aspects of the selection process.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel,