Quality Assurance Manager

Hilton Hotels; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading global hospitality company seeks a Quality Assurance Manager for Waldorf Astoria Dubai. The role focuses on ensuring service excellence and operational consistency, analyzing guest feedback, and implementing quality improvement initiatives across departments. Ideal candidates will have significant experience in luxury hotel environments and strong analytical skills.

Qualifications

• 3-5 years in quality assurance or guest experience in luxury hotels.
• Experience with quality management systems and service audits.

Responsibilities

• Drive continuous improvement through quality audits and guest feedback analysis.
• Support operational teams and conduct service performance analysis.

Skills

Analytical Skills

Communication

Organizational Skills

Collaboration

Attention to Detail

Tools

Quality Management Systems

Guest Feedback Platforms

Job description

A Quality Assurance Manager at Waldorf Astoria Hotels and Resorts is responsible for ensuring service excellence and operational consistency across the hotel by monitoring standards, analyzing guest feedback, and driving continuous improvement initiatives. This role supports all departments in delivering a flawless luxury experience aligned with brand and Forbes standards.

What will I be doing

As a Quality Assurance Manager, you will drive continuous improvement across all departments at Waldorf Astoria Dubai Palm Jumeirah through analyzing the voice of the customer, conducting quality audits, reviewing Standards and SOPs, identifying top priorities for improvement, communicating information, and facilitating Quality Improvement Teams. Your key responsibilities include:

• Implementing and maintaining the hotel’s Quality Management System and ensuring compliance with brand standards.
• Conducting audits, operational reviews, and service performance analysis across departments.
• Monitoring guest feedback via the "Stay Experience" platform and third-party review sites such as TripAdvisor, identifying trends, and coordinating with Heads of Departments to address service issues.
• Supporting operational teams by participating in Line-Ups, Operations Meetings, and pre-shift briefings to reinforce quality standards and guest expectations.
• Assisting the Director of Operations with biannual Quality Assurance audits and overseeing daily walkthroughs to ensure property condition and cleanliness.
• Providing daily updates on guest satisfaction scores, rankings, and feedback summaries from Hilton channels and social media.
• Analyzing incident reports, tracking recurring service lapses, and liaising with teams to implement corrective actions.
• Evaluating service quality for Hilton Honors and TWS guests, and recommending process improvements.
• Encouraging team engagement by promoting improvement ideas and recognizing quality contributions.
• Compiling and sharing reports on service trends, defect tracking, and quality KPIs.
• Facilitating or supporting quality improvement projects and team discussions.
• Collaborating with the training department to address service gaps and deliver targeted training.
• Updating leadership on quality metrics during staff and management meetings, ensuring alignment with hotel goals.
• Ensuring training content reflects current standards and supporting departments in maintaining service excellence.
• Tracking progress on Forbes standards and recommending additional training where needed.

Desired Candidate Profile

What are we looking for

A Quality Assurance Manager at Waldorf Astoria Hotels & Resorts is dedicated to providing exceptional guest experiences and working collaboratively with team members. To succeed in this role, candidates should possess:

• Minimum 3-5 years of experience in quality assurance, guest experience, or operational excellence management within a luxury hotel or resort environment.
• Proven expertise in quality management systems, service audits, and guest feedback platforms such as Stay Experience, TripAdvisor, and other review portals.
• Strong analytical skills to interpret guest feedback and operational data for meaningful improvements.
• Excellent understanding of luxury hospitality standards, including Forbes Travel Guide and brand-specific benchmarks.
• Experience conducting service audits, property walkthroughs, and quality-related training.
• A keen eye for detail with a focus on consistency, cleanliness, and property condition.
• Ability to collaborate with multi-functional teams and influence departmental improvements.
• Outstanding communication and interpersonal skills to engage team members at all levels.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• A passion for service excellence and continuous improvement with a guest-centric mindset.
• Ability to clearly present quality initiatives in meetings, orientations, and training sessions.
• Flexibility to work varied schedules, including mornings, evenings, weekends, and holidays as required.

What will it be like to work for Hilton

Hilton is a leading global hospitality company, offering a range of accommodations from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has provided exceptional experiences for business and leisure travelers through its various brands. Our vision is to fill the earth with the light and warmth of hospitality, creating remarkable experiences worldwide. Our team members are at the core of this mission.

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