Our customers expect every aspect of our business to be of a certain standard and rightly so. Our company, by its very name, represents quality, making the role of the quality assurance manager critical to uphold its first-class reputation within the industry.
what will i be doing?
as a quality assurance manager, you will be responsible for performing the following tasks to the highest forbes & qa standards:
* ensure compliance with luxury standards (forbes & qa) across all hotel areas, including audits, role plays, and improvement plans.
* design and lead the guest experience program, focusing on personalization, anticipating needs, and creating memorable moments.
* establish standardized service protocols and guides with department heads to ensure consistency.
* train staff on high-level hospitality, the language of luxury, and international service standards, in collaboration with the learning and development department.
* develop differentiated guest experiences based on profiles (vip, repeat guests, celebrations, families) and seasonality.
* oversee internal and external quality audits, develop improvement plans, and monitor findings.
* measure and analyze guest satisfaction indices, generate performance reports, identify areas for improvement, and propose solutions.
* manage guest complaints and feedback to ensure satisfactory resolution and organizational learning.
* establish a cross-departmental guest experience committee for regular coordination.
* collaborate with marketing, sales, and operations to ensure alignment between brand promise and customer experience.
* conduct operational reviews to support performance and efficiency improvements.
* ensure new members understand the legal and operational aspects of membership agreements and follow up post-return with any questions.
* promote the "refer a friend" program and ensure guests leave with increased confidence in the brand, offering solutions for declining memberships.
what are we looking for?
a quality assurance manager working with hilton brands should embody the following attitudes, behaviors, skills, and values:
* presentable and capable of representing the brand professionally.
* empathetic and effective in communicating with guests from diverse backgrounds.
* enthusiastic about the local area and property, promoting volume opportunities.
* excellent time management and multi-tasking skills.
preferred additional experience in the vacation ownership industry.
what will it be like to work for hilton?
hilton is a leading global hospitality company offering a range of accommodations from luxury hotels to mid-priced options. With nearly a century of service, hilton is committed to providing exceptional guest experiences across its global brands. Our vision is "to fill the earth with the light and warmth of hospitality," and our team members are central to achieving this every day.
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