Position Statement:
The Director of Quality Excellence is the strategic and operational champion of service quality, guest satisfaction, and continuous improvement across the hotel. This role integrates data-driven insights, Lean Six Sigma methodologies, and AI-enabled tools to elevate the guest journey, ensure compliance with brand and Forbes standards, and drive sustainable performance. Collaborating closely with all departments, this leader transforms feedback into action, SOPs into excellence, and innovation into measurable results.
Key Responsibilities
Quality Governance & Compliance
•Lead property-wide Quality Assurance meetings; consolidate findings from audits, Forbes criteria, and brand standards.
•Conduct regular audits and walkthroughs; assign and track corrective actions with department heads.
•Ensure full compliance with Hilton Brand Standards and Forbes Travel Guide criteria.
Guest Experience & Feedback Analysis
•Analyze guest feedback from internal platforms and external review channels to identify trends and root causes.
•Drive the Stay Experience Platform program; translate insights into actionable improvements across departments.
•Own the Customer Preference Centre to enable hyper-personalized service and targeted upselling.
Process Optimization & SOP Management
•Review and redesign SOPs to eliminate inefficiencies and elevate service delivery.
•Coach department heads on Lean Six Sigma principles to streamline operations and enhance consistency.
•Establish and maintain QA processes and documentation.
Training & Capability Building
•Partner with HR and L&D to design and deliver training on QA, Forbes standards, and continuous improvement.
•Monitor team competency and readiness through audits, observations, and feedback loops.
•Prepare and lead Forbes and mystery audit simulations to ensure audit-readiness.
https://jobs.hilton.com/apac/en/job/HOT0BSIQ/Director-of-Quality-Excellence
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
Orient Express embodies the refined and nomadic spirit of travel. Its exceptional portfolio includes experiences such as The Orient Express, featuring iconic carriages reimagined as a modern-day tribute to French luxury; Orient Express Sailing Yachts, including the Orient Express Corinthian—the world’s largest sailing yacht; La Dolce Vita Orient Express, a train celebrating the elegance of Italian art de vivre, developed […]
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment […]
About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners […]
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