Quality Manager

Job description

Quality Manager (Forbes Standards)

Our guests expect excellence in every detail of their stay, and maintaining Forbes standards across all areas of the hotel is essential to delivering a world-class experience. The role of the Quality Manager is critical in ensuring that every department consistently aligns with these standards to create exceptional operations and unforgettable guest stays.

What will I be doing?

As a Quality Manager, you will be responsible for overseeing and supporting Forbes standards across the entire hotel operation. In this role, you will:

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Monitor, implement, and reinforce Forbes service standards throughout all guest-facing areas, including Food & Beverage, Front Desk, Guest Services, Housekeeping, Spa, and other operational departments.

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Conduct regular quality audits and service observations to ensure brand consistency and compliance with Forbes requirements.

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Collaborate closely with department heads to identify service gaps and develop action plans that elevate the guest experience.

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Lead training, coaching, and follow-up sessions focused on luxury service behaviors, Forbes protocols, and operational excellence.

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Support teams in creating a seamless and memorable guest journey from arrival to departure.

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Provide continuous feedback and professional development to team members to strengthen service culture.

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Review guest feedback, identify trends, and drive improvements that enhance both service delivery and overall guest satisfaction.

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Ensure all operational processes reflect a high level of attention to detail, service personalization, and Forbes-level hospitality.

What are we looking for?

A Quality Manager serving Hilton brands plays a key role in elevating the guest experience by ensuring that every department consistently meets Forbes service standards. To successfully perform in this role, you should demonstrate the following attitudes, behaviors, skills, and values:

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Ability to represent the brand with professionalism, excellence, and a strong service presence.

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Strong communication and interpersonal skills, with the ability to connect empathetically with guests and Team Members from diverse backgrounds.

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A natural talent for inspiring others and promoting a culture of luxury service across all operational areas.

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Exceptional attention to detail and a strong understanding of Forbes service protocols.

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Ability to collaborate effectively with department leaders to drive high-quality service execution.

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Strong organizational and time-management skills, with the ability to prioritize and multitask in a dynamic environment.

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Commitment to continuous improvement, coaching, and service excellence.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

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Previous experience in luxury hospitality or in roles involving Forbes or similar service standards.

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Experience conducting service audits, guest experience evaluations, or quality inspections.

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Background in training, coaching, or team development focused on guest service excellence.

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Experience working in multi-department operational environments (Front Desk, Guest Services, F&B, Housekeeping, Spa, etc.).