What will I be doing?
As Quality Manager is responsible for developing, implementing, and maintaining a comprehensive quality management system to ensure that all products, services, and processes meet or exceed customer expectations and regulatory standards. This role involves analyzing quality metrics, overseeing quality control teams, managing audits, and driving continuous improvement initiatives across the organization. The Quality Manager serves as a key leader in promoting a culture of excellence and ensuring operational efficiency.

·           Quality Assurance Audit

•               Audit of various departments (as per schedule – determined by QM and DO. Will include: Occupied rooms, Inspected rooms, Public areas, F&B service, Check in, Arrival at front gate, Kipsu, CSC verbal communication, Reservation communication, Laundry delivery, Rooming the guest, etc). Ensure alignment of Brand and Forbes Standards

•               Same day and weekly sharing session of audit results with department leaders and L&D Manager.

§   Weekly session to include trends of area of opportunities.

§   Weekly session to include development of training improvement plan with a focus on challenges observed

§   Ensure SOPs are amended as required

•               Attendance of training sessions to ensure alignment    

•               Assist L&D Manager to develop training plans for Forbes TM training; focusing on high impact areas

•               Review with DO (quarterly) the progress made between audit trends + stay experience areas of opportunities + training plans + outcomes

•               Create schedule and conduct walk-around with HODs/AHOD to monitor condition + cleanliness. 1 to 2 areas per week.

§   Identify defects

§   Action plan on resolution with timelines

•               Walk areas and communicate any breaks in service standards or defects to the respective department.

·           Stay Experience Platform – Feedback

•               Review Stay Experience reviews and investigate any noted guest issues with HODs (daily/weekly). To include preventative measure (if applicable). Mention 2 or 3 comments (positive and opportunities) in HOD briefing

•               Hold Monthly Stay Experience meeting.

§   Review: complaints mentioned in platform + results of audits + hiccups. Identify trends noted across all 3 areas 

§   Hold HODs accountable to develop action plans that deliver tangible outcomes (SE score)

§   Measure training plans against outcomes

·           Brand Standard Compliance

•               Review changes to Brand Standards and communicate to HODs/DO - monthly

•               Review and develop a tracked action plan with HODs to prepare for annual Hilton QA

•               List non-compliance of BS (non-service related).

§   Review with HODs/DO

§   Develop action plan with HODs

•               Coordinate with Hilton QA auditor and departments for annual visit

•               Management of the BOSS processes and waiver submissions, compliance to brand standard items

·           Achieve certification on following key areas

•               Tri Hita Kirana: Coordination with teams to ensure we have the proper documentation in place

•               HACCP: supports Hygiene Officer to deliver certification 

·           Sustainability

•               Supporting TWP Champion in delivering the reports, driving actions on monthly and 90 day plan – alignment to Lightstay

•               Supports TWP Champion in gathering data and driving strategic plan aligned to Hilton SEA’s regional strategic plan

•               Create TWP calendar (aligned with 90 day plan) with MKT (identify key globally recognized dates: Word Water Day, etc)

§   Coordinate with department leads to action various TWP activities

§   Ensure it includes TM + Guest activities

§   Collaborate with partners where possible

§   Alignment to Light Stay Hotel Social Impacts

•               Develop communication plan for Guests to be aware of CB TWP initiatives (assisted by Mkt) 

•               Develop talking points for TMs to communicate TWP activities to guests

•               Update Light Stay – SOS food donation (monthly)

Assemble monthly data and distribute following the new template being developed by Marketing

What are we looking for?

• Bachelor's degree in Quality Management

• advanced certifications (e.g. Six Sigma, ISO Auditor) are highly desirable

• Minimum of 5 years of experience in quality management or a similar role, preferably in a manufacturing, hospitality, or service industry

• Strong knowledge of quality management principles and tools 

• Excellent problem solving and analytical skills

• Proficiency in data analysis tools and software

• Exceptional leadership and team management abilities

• Strong verbal and written communication skills

  
   

  
  What will it be like to work for Hilton?
  
  Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!