Director of Quality (Pre Opening) - Waldorf Astoria

Hilton Worldwide, Inc.; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global hospitality company is seeking a Director of Quality for the Waldorf Astoria in Kuala Lumpur. Responsibilities include overseeing quality assurance programs, driving guest satisfaction, and leading training initiatives. Candidates should have a Bachelor's degree in Hospitality Management, Lean Six Sigma certification preferred, and a strong background in luxury hotel operations. This role promises a chance to contribute to exceptional guest experiences.

Qualifications

• Possess a Bachelor’s Degree in Hospitality Management or related field.
• Certification in Lean Six Sigma is an advantage.
• Proven expertise in quality management within the hospitality industry.
• Pre-opening experience is an added advantage.
• Strong track record of driving guest satisfaction.
• Exceptional communication and interpersonal skills.

Responsibilities

• Design and oversee quality assurance programs.
• Implement enhancements using audits and performance metrics.
• Create and lead training programs for service standards.
• Collaborate with department heads on quality goals.

Skills

Quality Assurance Expertise

Continuous Improvement & Innovation

Learning & Development Strategy

Cross-Functional Collaboration

Strong Analytical Skills

Exceptional Communication Skills

Education

Bachelor’s Degree in Hospitality Management, Business Administration, or related field

Tools

Lean Six Sigma

Job description

Job Overview

Director of Quality (Pre Opening) – Waldorf Astoria (Job Number: HOT0C2MB)

Work Locations

Waldorf Astoria Kuala Lumpur 73, Jalan Raja Chulan, Bukit Bintang Kuala Lumpur 50200

Responsibilities

• Quality Assurance Expertise
  Proven ability to design, implement, and oversee quality assurance programs tailored to luxury hospitality standards. Deep understanding of brand guidelines, health & safety regulations, and industry benchmarks; ensures strict adherence across departments. Skilled in analyzing guest feedback, reviews, and satisfaction scores to drive service excellence and recovery strategies.
• Continuous Improvement & Innovation
  Proficient in using audits, mystery guest evaluations, and performance metrics to identify gaps and implement enhancements. Experience applying Lean Six Sigma or similar methodologies to improve operational efficiency and reduce service inconsistencies.
• Learning & Development Strategy
  Ability to create and lead training programs that reinforce service standards and empower team members to deliver exceptional guest experiences. Strong capability in developing, reviewing, and updating Standard Operating Procedures (SOPs) and conducting internal audits.
• Cross-Functional Collaboration
  Effective in working with department heads to align quality goals with operational priorities and guest expectations. Analytical mindset with the ability to interpret quality metrics and translate insights into actionable strategies. Inspires a culture of excellence, accountability, and continuous improvement across all levels of the hotel team.

Qualifications

• Possess a Bachelor’s Degree in Hospitality Management, Business Administration, Quality Management, or a related field, with professional certifications in quality assurance or hospitality management considered an asset.
• Certification in Lean Six Sigma or equivalent is an advantage.
• Proven expertise in quality management within the hospitality industry, preferably with a strong background in luxury hotel operations.
• Pre-opening experience is an added advantage.
• Strong track record of driving guest satisfaction and operational excellence.
• Strategic leadership in quality assurance and service excellence.
• Strong analytical skills with a data‑driven approach to decision‑making.
• Expertise in compliance, audits, and SOP development.
• Proven ability to lead process improvement and change management initiatives.
• Exceptional communication and interpersonal 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 a century, Hilton has offered business and leisure travellers the finest 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 experiences around the world every day. And, our amazing Team Members are at the heart of it all!