With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Director of Quality Excellence is the strategic and operational champion of service quality, guest satisfaction, and continuous improvement across the hotel. This role integrates data-driven insights, Lean Six Sigma methodologies, and AI-enabled tools to elevate the guest journey, ensure compliance with brand and Forbes standards, and drive sustainable performance. Collaborating closely with all departments, this leader transforms feedback into action, SOPs into excellence, and innovation into measurable results.

Key Responsibilities

Quality Governance & Compliance

•       Lead property-wide Quality Assurance meetings; consolidate findings from audits, Forbes criteria, and brand standards.

•       Conduct regular audits and walkthroughs; assign and track corrective actions with department heads.

•       Ensure full compliance with Hilton Brand Standards and Forbes Travel Guide criteria.

Guest Experience & Feedback Analysis

•       Analyze guest feedback from internal platforms and external review channels to identify trends and root causes.

•       Drive the Stay Experience Platform program; translate insights into actionable improvements across departments.

•       Own the Customer Preference Centre to enable hyper-personalized service and targeted upselling.

Process Optimization & SOP Management

•       Review and redesign SOPs to eliminate inefficiencies and elevate service delivery.

•       Coach department heads on Lean Six Sigma principles to streamline operations and enhance consistency.

•       Establish and maintain QA processes and documentation.

Training & Capability Building

•       Partner with HR and L&D to design and deliver training on QA, Forbes standards, and continuous improvement.

•       Monitor team competency and readiness through audits, observations, and feedback loops.

•       Prepare and lead Forbes and mystery audit simulations to ensure audit-readiness.

Innovation & AI Integration

•       Curate and govern a secure AI Prompt Library for service recovery, guest communication, and process improvement.

•       Leverage AI and analytics tools (e.g., Power BI, Copilot Studio) to build dashboards and track KPIs.

•       Pilot innovative strategies to enhance personalization, engagement, and operational agility.

Financial & Strategic Impact

•       Build ROI models for improvement initiatives; collaborate with Finance to embed savings into forecasts.

•       Track and report on quality-driven financial outcomes (e.g., RevPAR uplift, cost savings, guest retention).

•       Align quality initiatives with ESG and sustainability goals where applicable.

Qualifications & Skills

Required

•       Bachelor’s degree in Hospitality, Business Analytics, or related field.

•       8+ years of progressive experience in luxury hotel operations, including guest-facing and leadership roles.

•       Certified Lean Six Sigma Black Belt or equivalent.

•       Advanced proficiency in Microsoft Power BI, Copilot Studio, and data visualization tools.

•       Strong communication, facilitation, and cross-functional leadership skills.

Preferred

•       Master’s degree in Operations, Data Science, or Business Management.

•       ISO 9001 Lead Auditor, EFQM Assessor, or similar quality accreditation.

•       Experience in multi-property, pre-opening, or regional roles.

•       Recognized thought leadership in AI, Lean, or hospitality quality management.

Leadership Attributes

•       Executive Presence & Influence: Inspires confidence across all levels, from owners to frontline staff.

•       Analytical & Insightful: Translates complex data into clear, actionable strategies.

•       Innovative & Curious: Constantly explores new tools and methods to enhance guest   experience.

•       Collaborative & Approachable: Builds trust and alignment across diverse teams.

•       Results-Oriented: Sets clear goals, tracks progress, and celebrates success.

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!