A Quality Assurance Manager with Waldorf Astoria Hotels and Resorts is responsible for ensuring service excellence and operational consistency throughout 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.

\n

What will I be doing

\n

As a Quality Assurance Manager, you are responsible for driving continuous improvement across all departments and divisions associated with the Waldorf Astoria Dubai Palm Jumeirah through analyzing the “voice of the customer” conducting quality audits assisting with reviewing Standards and SOPs, Identifying top priorities for improvement, communication of information and facilitation of Quality Improvement Teams. Specifically, you will be responsible for performing the following tasks to the highest standards:

\n\nImplement and maintain the hotel’s Quality Management System and ensure compliance with brand standards.\nConduct audits, operational reviews, and service performance analysis across departments.\nMonitor guest feedback through the S.A.L.T. platform and third-party review sites such as TripAdvisor, identifying trends and coordinating with HODs to address service defects.\nSupport operational teams by attending Line-Ups, Operations Meetings, and pre-shift briefings, reinforcing quality standards and guest expectations.\nAssist the Director of Operations with biannual Quality Assurance audits and oversee daily walkthroughs to ensure property condition and cleanliness.\nProvide daily updates on guest satisfaction scores, rankings, and feedback summaries from Hilton channels and social media.\nAnalyze incident reports, track recurring service lapses, and liaise with teams to implement corrective actions.\nEvaluate service for Hilton Honors and TWS guests, offering recommendations for process enhancements.\nPromote team engagement by encouraging improvement ideas and recognizing quality contributions.\nCompile and share reports on service trends, defect tracking, and quality KPIs.\nFacilitate or support quality improvement projects and team discussions.\nCollaborate with the training department to address service gaps and deliver targeted training.\nUpdate leadership on quality metrics during staff and guidance meetings, ensuring alignment with hotel goals.\nPresent quality expectations during new employee orientation.\nEnsure training content reflects current standards and support departments in maintaining service excellence.\nTrack progress on Forbes standards and recommend training where needed.\n

What are we looking for

\n

A Quality Assurance Manager serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

\n\nMinimum 3–5 years of experience in a quality assurance, guest experience, or operational excellence management role within a luxury hotel or resort environment.\nProven expertise in quality management systems, service audits, and guest feedback platforms such as Stay Experience, TripAdvisor, and other review portals.\nStrong analytical skills with the ability to interpret guest feedback and operational data to drive meaningful improvements.\nExcellent understanding of luxury hospitality standards, including Forbes Travel Guide and brand-specific benchmarks.\nExperience conducting service audits, property walkthroughs, and quality-related training.\nA keen eye for detail with a strong focus on consistency, cleanliness, and condition.\nDemonstrated ability to collaborate with multi-functional teams and influence departmental improvements.\nOutstanding communication and interpersonal skills, capable of engaging team members at all levels.\nStrong organizational skills and the ability to manage multiple tasks and projects simultaneously.\nPassion for service excellence and continuous improvement, with a guest-centric mindset.\nAbility to present quality initiatives clearly in meetings, orientation sessions, and training programs.\nFlexibility to work varied schedules, including mornings, evenings, weekends, and holidays as needed.\n\n

What will it be like to work for Hilton

\n

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 nearly a century, Hilton has offered business and leisure travelers the finest in 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 hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all.