Job Description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because its with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Quality Assurance Manager (QA Manager) is responsible for ensuring that the hotels service levels and products meet quality standards, operational excellence objectives so as to enhance the guest experiences. This includes reviewing, analyzing, identifying performance gaps and training requirements, implementing, and improving customer service metrics including but not limited to the brand standard compliance. Work closely with department heads to develop and execute training programs to support operations, new systems and processes, new initiatives/standards and rollouts; coordinates and facilitates ongoing training programs.
What will I be doing?
As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:

• Assures quality services, products and processes by enforcing, auditing and testing the quality standards deliverables
• Works closely with the Operational and Learning & Development departments to identify training needs, to improve on quality and Forbes 5-star standards
• Prepare team for FORBES audits, QA inspections and Mystery audits to achieve a green standing and stay expeience score.
• Analyses quality related data to identify areas of opportunities in guest satisfaction, TM satisfaction, financial results, job productivity and other hotel Key Performance Indicators (KPIs) as required
• Runs a (bi-)yearly Quality Meeting with the hotel leadership team, to identify quality improvement opportunities
• Leads quality improvement project teams, using a selection of tools (Lean, Six Sigma, TQM, etc.)
• Conducts regular audits to test the quality standards, and assists the respective leaders with the creation of action plans to reduce quality gaps
• Collaborates with the leadership team to identify and develop new service experiences and products designed at enhancing guest or TM satisfaction
• Prepares monthly quality reports by collecting, analyzing, and summarizing information and trends, including tracking of quality-related KPIs, progress of on-going improvement project teams, learning and training actions, etc.
• Stays up to date with and supports Hilton quality initiatives
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
• Contributes to team effort by accomplishing related results as needed

What are we looking for?
A Quality Assurance 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, behaviours, skills, and values that follow:

• Hospitality: Passionate about delivering exceptional guest experiences
• Integrity: Do the right thing, all the time
• Leadership: Strive to be leader in our industry and in our communities
• Teamwork: A team player in everything you do
• Ownership: Take ownership of your actions and decisions
• Now: Operate with a sense of urgency and discipline
• Strong attention to detail and organizational skills
• Strong ability with numbers and data analysis skills
• Critical thinking skills
• Strong interpersonal and communication skills
• Understanding of quality assurance processes and standards
• Leadership and teaching skills
• At least 2 years of relevant operations and/or quality leadership experience.
• Ideally experienced in the Hospitality, Travel and Leisure industry management.
• Proficient in English.
• Proficient in Microsoft Word and Excel.
• Resourceful, creative and able to maintain flexibility.

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!