Quality Assurance Manager | Waldorf Astoria Dubai Palm Jumeirah

Hilton Worldwide, Inc.; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Quality Assurance Manager, um sicherzustellen, dass die Servicequalität und die Betriebsabläufe im Hotel den höchsten Standards entsprechen. In dieser spannenden Rolle sind Sie verantwortlich für die Implementierung von Qualitätsmanagementsystemen, die Durchführung von Audits und die Analyse von Gästefeedback. Sie arbeiten eng mit verschiedenen Abteilungen zusammen, um kontinuierliche Verbesserungen voranzutreiben und eine makellose Luxuserfahrung zu gewährleisten. Wenn Sie eine Leidenschaft für Serviceexzellenz und kontinuierliche Verbesserung haben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 3–5 Jahre Erfahrung im Qualitätsmanagement in einem Luxushotel.
• Nachweisliche Expertise in Serviceaudits und Gästefeedback.

Responsibilities

• Implementierung und Aufrechterhaltung des Qualitätsmanagementsystems des Hotels.
• Durchführung von Audits und Analyse der Serviceleistung.

Skills

Qualitätsmanagementsysteme

Serviceaudits

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Interpersonelle Fähigkeiten

Organisatorische Fähigkeiten

Aufmerksamkeit für Details

Teamarbeit

Education

Bachelorabschluss in Hotelmanagement oder verwandtem Bereich

Tools

Qualitätsmanagementsoftware

Feedback-Plattformen

Job description

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Job Description - Quality Assurance Manager | Waldorf Astoria Dubai Palm Jumeirah (HOT0BKYF)

Work Locations

Waldorf Astoria The Palm, Palm Jumeirah Road, Crescent East, Dubai, Aa01

We are seeking a Quality Assurance Manager at Waldorf Astoria Hotels and Resorts responsible for ensuring service excellence and operational consistency across the hotel. The role involves monitoring standards, analyzing guest feedback, and driving continuous improvement initiatives. The manager 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, your responsibilities include:

• Implementing and maintaining the hotel’s Quality Management System and ensuring compliance with brand standards.
• Conducting audits, operational reviews, and analyzing service performance across departments.
• Monitoring guest feedback through various platforms, identifying trends, and coordinating with Heads of Departments to address service issues.
• Supporting operational teams by attending meetings and reinforcing quality standards and guest expectations.
• Assisting with biannual quality audits and overseeing daily walkthroughs to ensure property condition and cleanliness.
• Providing updates on guest satisfaction scores and feedback from various channels.
• Analyzing incident reports, tracking recurring issues, and implementing corrective actions.
• Evaluating service quality for Hilton Honors and TWS guests and recommending process improvements.
• Encouraging team engagement through improvement ideas and recognition of quality contributions.
• Compiling reports on service trends, defect tracking, and quality KPIs.
• 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 and ensuring alignment with hotel goals.
• Ensuring training content reflects current standards and maintains service excellence.
• Tracking progress on Forbes standards and recommending training where needed.

What are we looking for

The ideal candidate will have:

• Minimum 3–5 years of experience in quality assurance, guest experience, or operational excellence in a luxury hotel or resort.
• Proven expertise in quality management systems, service audits, and guest feedback platforms.
• Strong analytical skills to interpret guest feedback and operational data.
• Understanding of luxury hospitality standards, including Forbes Travel Guide.
• Experience conducting service audits, property walkthroughs, and quality-related training.
• Attention to detail with a focus on consistency, cleanliness, and condition.
• Ability to collaborate with multi-functional teams and influence improvements.
• Excellent communication and interpersonal skills.
• Strong organizational skills to manage multiple tasks.
• A passion for service excellence and continuous improvement.
• Flexibility to work varied schedules, including mornings, evenings, weekends, and holidays.

What will it be like to work for Hilton

Hilton is a leading global hospitality company offering a range of accommodations worldwide. We are committed to providing exceptional guest experiences through our brands, driven by our vision to "fill the earth with the light and warmth of hospitality." Our team members are at the heart of this mission, creating remarkable hospitality experiences every day.