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 it’s with Hilton where we never forget the reason we’re here: to delight our guests, Team Members, and owners alike.
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
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
As Group, Meetings, and Events (GME) Sales Manager, you will manage the Groups, Meetings and Events Sales. The Group Meetings, and Events (GME) Sales Manager will interact frequently with customers and Guests to learn about their needs and develop relationships from which to earn repeat and expanded business. Specifically, you will be responsible for performing […]
Join us in creating a legacy within a brand you can stay inspired with a team that will become family! The newest Conrad Hotel in Hilton’s luxury portfolio is open in Orlando. As one of the most celebrated openings of 2024, be part of the legacy as a Commercial Coordinator, with a heavy focus on Marketing and Catering and will report […]
A Sales Manager analyses local market trends and competitor activity to recommend strategies that keep the hotel a leader in the marketplace through the development of future and repeat business. What will I be doing? As Sales Manager, you will analyse local market trends and competitor activity to recommend strategies that keep the hotel a […]
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 […]
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 […]
