Luxury Hotel Quality Manager

What will I be doing?

As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest FORBES & QA standards:

• Ensure compliance with luxury standards (Forbes & QA) in all areas of the hotel, including periodic audits, role plays, and corrective improvement plans or recommendations.
• Design and lead the guest experience program, focusing on personalization, anticipating needs, and creating memorable moments.
• Establish standardized service protocols and guides, together with department heads, to ensure a consistent experience.
• With the help of the Learning and Development department, train and educate staff on high-level hospitality, the language of luxury, and international service standards.
• Develop differentiated experiences by guest profile (VIP, repeat guests, celebrations, families, etc.) and seasonality.
• Oversee internal and external quality audits, generating improvement action plans and monitoring findings.
• Measure and analyze the satisfaction index (Guest Experience, including internal reports and satisfaction platforms), generating performance reports by area. Identify areas for improvement and propose innovative solutions.
• Centralize and follow up on relevant complaints and feedback to ensure satisfactory closure and organizational learning.
• Establish a cross-departmental Guest Experience Committee, with regular meetings to coordinate joint actions.
• Collaborate closely with marketing, sales, and operations to ensure consistency between brand promise and actual customer experience.
• Conduct operational reviews and analyses to support performance and efficiency improvements.
• An expert in all aspects of the membership agreement, you will be ensuring new members feel comfortable with the legal and operational terminology of the sales agreement
• Following up with new members after their return home, you will be answering any questions they may have
• Ensure the refer a friend program is understood and auctioned
• Ensure that all guests are leaving the presentation feeling more confident in the brand quality than when they arrived offering solutions to guests declining full membership

What are we looking for?

A Quality Assurance Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Be presentable and able to represent the brand at the level required
• Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
• Academic Qualifications: University degree in Administration, Tourism, Marketing, Quality, or related fields.
• Previous experience in the luxury hospitality sector or similar positions, ideally with knowledge of quality management and customer service.
• Languages: Fluency in English or Spanish is required.
• Knowledge of luxury standards and their implementation (Forbes Travel Guide / Hilton QA / LQA).
• Analytical and Strategic Skills: Ability to interpret data and translate it into concrete action plans.
• Leadership and Communication: Ability to inspire, train, and coordinate multidisciplinary teams.
• Customer Focus and Creativity: Customer-centric mindset with an innovative vision to design differentiating experiences.
• Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities
• Proficient time management skills and ability to multi-task is critical to this varied and exciting role.

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 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!

• Country :Mexico
• State/Province :NayaritCity :Punta de Mita
• Work Location :Punta de Mita, Litibu