Director of Quality (Pre Opening) - Waldorf Astoria

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.

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.

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.

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

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!

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