Full job description

As a Quality Manager, you would be responsible for:

• To facilitate, monitor, analyse and implement Quality Standards and performance improvement throughout the hotel while liaising with the General Manager and Director of Operations
• Focus on Guest Feedback and develop comprehensive quality procedures to improve our guest satisfaction results and our online reputation
• Participate daily in the operations briefing, communicate guest satisfaction scores and online comments through various portals
• Foster employee commitment to providing excellent service. Solicit employee feedback, and review employee satisfaction results to identify and address employee problems or concerns
• Design and implement programs that allow the continuous improvement of processes
• Attend the departmental communication meetings of the different departments to talk about guest satisfaction and overall quality
• Provide training to new hires about our guest satisfaction program and to current team members about problem solving, process improvement and strategic planning techniques
• Coaches managers on adopting the Total Quality Management leadership style
• Work directly with the PR and Communications team to respond appropriately to all written and verbal guest service recovery situations and Social Media comments
• Analyse industry trends to ensure that best practices are being adopted and utilized
• Support Guest Relations department in the successful implementation of Hilton Honors program
• Create awareness of the Customer Experience Community in the hotel
• Ensures property policies are administered fairly and consistently
• In charge of Quality Assurance audits and Brand Audits from Hilton and the Owning Company, including waivers and tracking action items
• Regularly assessing the hotel’s product and services and provide weekly reports for actioning and rectification
• Manage the hotel inventory items for retired or superannuated products
• Understand, follow and implement Hilton Brand standards across operational departments

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality – We’re passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We’re leaders in our industry and in our communities.
• Teamwork – We’re team players in everything we do.
• Ownership – We’re the owners of our actions and decisions.
• Now – We operate with a sense of urgency and discipline

As with any job, we do have certain criteria that you will need to meet in order to be considered. These are detailed as follows:

• Any degree in Business Administration, Hotel and Restaurant Management, or related major
• Understanding and previous work experience with hotel operations. At least 3-5 Years in the hospitality, experience in a leadership role is a plus
• Knowledge and skill for the complete use of Windows Applications and MS Office Suite along with administrative skills
• Previous preferred experience in implementing a business excellence or quality management model
• Ability to review and interpret large amounts of data and information
• Strong written and verbal skills along with interpersonal and public speaking skills
• Proficiency in MS office suite including spreadsheets and preparing presentations
• High level of responsibility and reliability