Social Media Marketing jobs in United States

What are we looking for

A Quality Assurance Manager serving Waldorf Astoria Hotels & Resorts is committed to enhancing guest experiences and collaborating with team members. The ideal candidate should demonstrate the following qualities:

• Minimum 3-5 years of experience in quality assurance, guest experience, or operational excellence within a luxury hotel or resort environment.
• Proven expertise in quality management systems, service audits, and guest feedback platforms such as 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, focusing on consistency, cleanliness, and condition.
• Ability to collaborate with multifunctional teams and influence departmental improvements.
• Outstanding communication and interpersonal skills to engage team members at all levels.
• Strong organizational skills to manage multiple tasks and projects.
• Passion for service excellence and continuous improvement with a guest-centric mindset.
• Ability to present quality initiatives clearly in meetings, orientation sessions, and training programs.
• 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 from luxury hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has provided exceptional guest experiences worldwide. Our vision is to fill the earth with the light and warmth of hospitality, uniting us as a team dedicated to creating remarkable experiences daily. Our team members are at the heart of this mission.

A Quality Assurance Manager at Waldorf Astoria Hotels and Resorts ensures service excellence and operational consistency 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 hotel departments by analyzing the voice of the customer, conducting quality audits, reviewing standards and SOPs, and leading quality improvement initiatives. Your responsibilities include:

• Implementing and maintaining the hotel's Quality Management System and ensuring compliance with brand standards.
• Conducting audits, operational reviews, and service performance analyses across departments.
• Monitoring guest feedback through platforms like S.A.L.T. and TripAdvisor, identifying trends, and coordinating with Heads of Departments to address issues.
• Supporting operational teams through attendance at LineUps, operational meetings, and pre-shift briefings to reinforce quality standards.
• Assisting with biannual Quality Assurance audits and overseeing daily property walkthroughs for cleanliness and condition.
• Providing updates on guest satisfaction scores, rankings, and feedback from Hilton channels and social media.
• Analyzing incident reports, tracking recurring service lapses, and implementing corrective actions.
• Evaluating service quality for Hilton Honors and TWS guests, offering process enhancement recommendations.
• Encouraging team engagement by promoting improvement ideas and recognizing contributions.
• Sharing reports on service trends, defect tracking, and quality KPIs.
• Facilitating quality improvement projects and team discussions.
• Collaborating with training departments to address service gaps and deliver targeted training.
• Updating leadership on quality metrics and ensuring alignment with hotel goals.
• Presenting quality standards during new employee orientations and ensuring training content reflects current standards.

EOE/AA/Disabled/Veterans

Required Experience: Manager