Quality Manager

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 so the role of the quality assurance manager is critical to the business upholding its first-class reputation within the industry.

The Manager/Director of Quality drives continuous improvement and innovation across all departments and areas of the hotel through analyzing customer feedback, conducting daily quality audits, reviewing & establishing Standards and SOPs, identifying top priorities & opportunities for improvement, communicating relevant information and facilitating Quality Focus Groups.

Performs Stay Experience Platform Performance analysis, FORBES training, daily audits and prepares other QA reports.
•    Conduct and leads the regular quality assurance meetings with all departments.
•    Identifies areas of improvement through trends and analysis of guest feedback from various guest engagement platforms (internal & external).
•    Identify opportunities to enhance processes and develop/propose improvement methods to elevate guest engagement.
•    Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant HODs.
•    Identify shortfalls in “Process, Product, People-Performance, and People-Training” buckets” and communicate with relevant HODs and Learning & Development Managers to close the gaps.
•    Reviews SOPs and provides support to HODs to increase efficiency and performance.
•    Ensures compliance with Conrad and FORBES standards to create consistency in the highest quality of guest service.
•    Prepares audit reports and shares feedback with team members and respective HODs to foster positive guest experience at all guest touch points.

https://jobs.hilton.com/apac/en/job/HOT0C08N/Quality-Manager