Quality Manager

As a Quality Manager, you will be responsible for ensuring that all services, processes, and guest experiences comply with the standards of excellence defined by Forbes Travel Guide (FTG). You will lead the implementation, monitoring, and continuous improvement of quality standards across all operational areas of the resort, with a focus on luxury hospitality and personalized service.

What will I be doing?
As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:

• Supervise the implementation of Forbes Travel Guide service standards, ensuring compliance across all operational areas.

• Conduct regular internal audits and evaluations based on FTG criteria.

• Work closely with department heads (Housekeeping, Front Desk, Food & Beverage, Spa, Concierge, etc.) to align procedures and training with quality standards.

• Design and implement ongoing training programs focused on luxury service, attention to detail, body language, tone of voice, anticipation of needs, and guest experience.

• Analyze the results of external evaluations and develop corrective action plans.

• Establish key performance indicators (KPIs) related to service quality.

• Promote an organizational culture focused on service excellence and continuous improvement.

• Act as an internal ambassador of the Forbes Travel Guide hospitality philosophy: warm, intuitive, and dedicated.

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, behaviours, skills, and values that follow:

• Knowledge of luxury hotel operations.

• Experience with international standards such as Forbes Travel Guide.

• Fluent in both Spanish and English.

• Guest-centric mindset: every decision is based on enhancing the guest experience.

• Empathy and the ability to understand the expectations of luxury travelers.

• Ability to detect inconsistencies in processes, service, cleanliness, or presentation and take corrective action.

• Excellent attention to the small details that impact the guest experience.

• Able to interpret quality indicators, surveys, audit reports, and guest satisfaction data.

• Uses data to identify areas for improvement and propose corrective actions.

• Capable of communicating quality expectations at all staff levels.

• Professional, diplomatic, and solution-oriented tone.

  https://jobs.hilton.com/apac/en/job/HOT0BSQJ/Quality-Manager