Quality Assurance 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.

What will I be doing?

As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest FORBES & QA standards:

• Ensure compliance with luxury standards (Forbes & QA) in all areas of the hotel, including periodic audits, role plays, and corrective improvement plans or recommendations.
• Design and lead the guest experience program, focusing on personalization, anticipating needs, and creating memorable moments.
• Establish standardized service protocols and guides, together with department heads, to ensure a consistent experience.
• With the help of the Learning and Development department, train and educate staff on high-level hospitality, the language of luxury, and international service standards.
• Develop differentiated experiences by guest profile (VIP, repeat guests, celebrations, families, etc.) and seasonality.
• Oversee internal and external quality audits, generating improvement action plans and monitoring findings.
• Measure and analyze the satisfaction index (Guest Experience, including internal reports and satisfaction platforms), generating performance reports by area. Identify areas for improvement and propose innovative solutions.
• Centralize and follow up on relevant complaints and feedback to ensure satisfactory closure and organizational learning.
• Establish a cross-departmental Guest Experience Committee, with regular meetings to coordinate joint actions.
• Collaborate closely with marketing, sales, and operations to ensure consistency between brand promise and actual customer experience.
• Conduct operational reviews and analyses to support performance and efficiency improvements.
• An expert in all aspects of the membership agreement, you will be ensuring new members feel comfortable with the legal and operational terminology of the sales agreement
• Following up with new members after their return home, you will be answering any questions they may have
• Ensure the refer a friend program is understood and auctioned
• Ensure that all guests are leaving the presentation feeling more confident in the brand quality than when they arrived offering solutions to guests declining full membership

What are we looking for?

https://jobs.hilton.com/apac/en/job/HOT0BO27/Quality-Assurance-Manager