Job Description
Exceptional Hospitality Starts with You
Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! As a
Quality Manager, you're not just ensuring that hotel standards are maintained – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Here's what you'll do during a typical day:
- Ensure that company and brand standards are maintained at all times.
- Develop, implement, and maintain quality management processes and service standards in accordance with Forbes Travel Guide requirements, driving compliance, consistency, and continuous improvement across all guest touchpoints.
- Drive operational excellence by embedding Forbes Travel Guide standards into daily operations, monitoring service quality metrics, conducting evaluations, and partnering with department leaders to achieve and sustain world-class guest experience benchmarks.
- Work closely with the Department Heads to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online scores and position.
- Identifying top priorities for improvement by analyzing guest's reviews and feedback.
- Responsible for enlivening service and company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon.
- Leading the satisfaction and loyalty tracker (Stay Score) program.
- Analyze data received through various review sources and identify areas of development.
- Constantly monitor online social media and drive positive results and ranking improvement.
- Create reports to track the action plan progress on various development projects.
- Liaise with the Learning & Development Manager to ensure that team members receive the on-going training to understand and exceed guest expectations.
- Training, motivating, coaching, and correcting team members to ensure that brand standards are met.
- Establish guidelines that will help team members to understand expectations and parameters.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Qualifications
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
A passion for spreading the light and warmth of
Hospitality. Acting with
Integrity and always doing the right thing. Inspiring others through
Leadership. A belief that
Teamwork drives the best outcomes. A sense of
Ownership and accountability. And a focus on the
Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
About The Team
How We'll Help You Thrive
Benefits
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).
- Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
