Job Description

As Quality Manager, you will play a pivotal role in shaping exceptional guest experiences and driving the hotel’s reputation for excellence. This position is not just about maintaining standards, it’s about leading innovation in service quality and collaborating with senior leadership to achieve world-class recognition. This role integrates data-driven insights, Lean Six Sigma methodologies to elevate the guest journey, ensure compliance with Hilton brand and Forbes standards. This role also collaborates with hotels departments to support improvement projects and ensure the projects are executed timely.

Key responsibilities:

• Provide inspirational leadership and guidance to the team with a clear vision to deliver Make It Right customer promise, Hilton values, Conrad brand and create great experiences for guests and team members.
• Work closely with the General Manager and Hotel Manager to shape decisions that improve service quality and guest satisfaction.
• Review guest feedback from internal systems and online reviews to spot trends and find root causes.
• Ensure full compliance with Hilton Brand Standards and Forbes Travel Guide criteria
• Use the Stay Experience Platform to turn insights into practical improvements across all departments.
• Build strong relationships with other departments to keep communication smooth and support teamwork.
• Partner with HR and L&D teams to create and deliver sessions on Hilton Brand Standards, Forbes Standards, and continuous improvement.
• Carry out regular quality checks to make sure services, facilities, and systems meet brand and operational standards.
• Coordinate VIP arrivals, design amenities plans, and personalize stays for an exceptional experience.
• Drive Forbes Travel Guide service culture by setting clear goals for service and facilities.
• Prepare and lead Forbes and mystery audit simulations to ensure audit-readiness.
• Lead operational meetings focused on improving guest experience.
• Monitor daily team performance, including grooming and service standards.
• Oversee Quality Assurance performance, create action plans, and follow up on progress.
• Support brand initiatives and make sure they are implemented at the hotel level.
• Promote and lead the Conrad Ambassador Network.
• Be present in the operations and assist guests and team as necessary, as well as collecting feedback from guests.

What are we looking for?

A Quality Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behavior, skills, and values that follow:

• Experience: Minimum 3 years in Guest Relations or Customer Care within the hotel industry.
• Leadership: Ability to bring different teams together and guide them toward shared goals.
• Creativity: Develop personalized experiences and ideas that make the hotel stand out.
• Motivation: Inspire team members to embrace a culture of quality and excellence.
• Communication : Strong verbal and written communication skills in English.
• Personality : Friendly, honest, approachable, with a positive attitude and professional appearance.
• Languages: Basic knowledge of additional languages, especially Japanese, is an advantage.
• Technical Skills: Proficient in Microsoft Office and comfortable with data analysis.
• Project Management: Ability to manage projects effectively and meet deadlines.
• Analytical Thinking: Turn complex data into clear, actionable steps.
• Innovation: Open to new ideas, tools, and methods to improve guest experience.
• Preferred Qualifications: Background as an auditor or trainer; Six Sigma certification is a plus.

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