The Director of Quality Excellence is the strategic and operational champion
of service quality, guest satisfaction, and continuous improvement across
the hotel. This role integrates data-driven insights, Lean Six Sigma
methodologies, and AI-enabled tools to elevate the guest journey, ensure
compliance with brand and Forbes standards, and drive sustainable performance.
Collaborating closely with all departments, this leader transforms feedback into
action, SOPs into excellence, and innovation into measurable results.
style="margin-top: 0in;">
Required
Bachelor’s degree
style="letter-spacing: -1.3pt;"> in
style="letter-spacing: -0.2pt;">Hospitality, Business
style="letter-spacing: -1.3pt;"> Analytics, or
style="letter-spacing: -1.25pt;"> related
style="letter-spacing: -0.2pt;">field.
8+
style="letter-spacing: -0.2pt;">years of
style="letter-spacing: -0.95pt;"> progressive experience in
style="letter-spacing: -0.75pt;"> luxury
style="letter-spacing: -0.2pt;">hotel operations, including guest-facing and leadership roles.
style="letter-spacing: -0.2pt;">Certified Lean
style="letter-spacing: -1.1pt;"> Six
style="letter-spacing: -0.2pt;">Sigma Black
style="letter-spacing: -1.15pt;"> Belt
style="letter-spacing: -0.2pt;">or equivalent.
Advanced
style="letter-spacing: -0.2pt;">proficiency in
style="letter-spacing: -1.5pt;"> Microsoft Power
style="letter-spacing: -1.25pt;"> BI,
style="letter-spacing: -0.2pt;">Copilot Studio,
style="letter-spacing: -1.4pt;"> and
style="letter-spacing: -0.2pt;">data visualization tools.
Strong
style="letter-spacing: -0.2pt;">communication,
style="letter-spacing: -1.45pt;"> facilitation, and
style="letter-spacing: -1.35pt;"> cross-functional leadership skills.
Preferred
-
style="line-height: 12.7pt; margin-top: 0in;">Master’s
style="letter-spacing: -0.1pt;">degree in
style="letter-spacing: -1.25pt;"> Operations, Data
style="letter-spacing: -1.05pt;"> Science, or
style="letter-spacing: -1pt;"> Business
style="letter-spacing: -0.1pt;">Management.
style="letter-spacing: -0.1pt;">ISO 9001
style="letter-spacing: -1.05pt;"> Lead
style="letter-spacing: -0.1pt;">Auditor, EFQM
style="letter-spacing: -1.05pt;"> Assessor, or
style="letter-spacing: -0.95pt;"> similar
style="letter-spacing: -0.1pt;">quality accreditation.
style="letter-spacing: -0.3pt;">Experience in
style="letter-spacing: -0.65pt;"> multi-property, pre-opening, or
style="letter-spacing: -0.6pt;"> regional roles.
Recognized thought
style="letter-spacing: -0.75pt;"> leadership in
style="letter-spacing: -0.9pt;"> AI,
style="letter-spacing: -0.3pt;">Lean, or
style="letter-spacing: -0.8pt;"> hospitality quality
style="letter-spacing: -0.9pt;"> management.
Leadership Attributes
style="list-style-type: disc; padding-left: 72px;">
Executive Presence & Influence: Inspires confidence across all levels, from owners to
style="line-height: 101%; margin-bottom: 0.0001pt; margin-right: 34.9pt;
margin-top: 1.95pt;">frontline team members.
style="margin-top:
1.8pt;">Analytical & Insightful: Translates complex data into clear, actionable strategies.
style="margin-top:
1.8pt;">Innovative & Curious: Constantly explores new tools and methods to enhance guest
experience.
style="letter-spacing: -0.2pt;">Collaborative &
style="letter-spacing: -1.05pt;"> Approachable: Builds
style="letter-spacing: -1.2pt;"> trust
style="letter-spacing: -0.2pt;">and alignment across
style="letter-spacing: -1.35pt;"> diverse
style="letter-spacing: -0.2pt;">teams.
Results-Oriented:
style="letter-spacing: -0.5pt;"> Sets
style="letter-spacing: -0.2pt;">clear goals,
style="letter-spacing: -0.65pt;"> tracks
style="letter-spacing: -0.2pt;">progress, and
style="letter-spacing: -0.6pt;"> celebrates success.
style="margin-top: 0in;">
Required
Bachelor’s degree
style="letter-spacing: -1.3pt;"> in
style="letter-spacing: -0.2pt;">Hospitality, Business
style="letter-spacing: -1.3pt;"> Analytics, or
style="letter-spacing: -1.25pt;"> related
style="letter-spacing: -0.2pt;">field.
8+
style="letter-spacing: -0.2pt;">years of
style="letter-spacing: -0.95pt;"> progressive experience in
style="letter-spacing: -0.75pt;"> luxury
style="letter-spacing: -0.2pt;">hotel operations, including guest-facing and leadership roles.
style="letter-spacing: -0.2pt;">Certified Lean
style="letter-spacing: -1.1pt;"> Six
style="letter-spacing: -0.2pt;">Sigma Black
style="letter-spacing: -1.15pt;"> Belt
style="letter-spacing: -0.2pt;">or equivalent.
Advanced
style="letter-spacing: -0.2pt;">proficiency in
style="letter-spacing: -1.5pt;"> Microsoft Power
style="letter-spacing: -1.25pt;"> BI,
style="letter-spacing: -0.2pt;">Copilot Studio,
style="letter-spacing: -1.4pt;"> and
style="letter-spacing: -0.2pt;">data visualization tools.
Strong
style="letter-spacing: -0.2pt;">communication,
style="letter-spacing: -1.45pt;"> facilitation, and
style="letter-spacing: -1.35pt;"> cross-functional leadership skills.
Preferred
-
style="line-height: 12.7pt; margin-top: 0in;">Master’s
style="letter-spacing: -0.1pt;">degree in
style="letter-spacing: -1.25pt;"> Operations, Data
style="letter-spacing: -1.05pt;"> Science, or
style="letter-spacing: -1pt;"> Business
style="letter-spacing: -0.1pt;">Management.
style="letter-spacing: -0.1pt;">ISO 9001
style="letter-spacing: -1.05pt;"> Lead
style="letter-spacing: -0.1pt;">Auditor, EFQM
style="letter-spacing: -1.05pt;"> Assessor, or
style="letter-spacing: -0.95pt;"> similar
style="letter-spacing: -0.1pt;">quality accreditation.
style="letter-spacing: -0.3pt;">Experience in
style="letter-spacing: -0.65pt;"> multi-property, pre-opening, or
style="letter-spacing: -0.6pt;"> regional roles.
Recognized thought
style="letter-spacing: -0.75pt;"> leadership in
style="letter-spacing: -0.9pt;"> AI,
style="letter-spacing: -0.3pt;">Lean, or
style="letter-spacing: -0.8pt;"> hospitality quality
style="letter-spacing: -0.9pt;"> management.
Leadership Attributes
style="list-style-type: disc; padding-left: 72px;">
Executive Presence & Influence: Inspires confidence across all levels, from owners to
style="line-height: 101%; margin-bottom: 0.0001pt; margin-right: 34.9pt;
margin-top: 1.95pt;">frontline team members.
style="margin-top:
1.8pt;">Analytical & Insightful: Translates complex data into clear, actionable strategies.
style="margin-top:
1.8pt;">Innovative & Curious: Constantly explores new tools and methods to enhance guest
experience.
style="letter-spacing: -0.2pt;">Collaborative &
style="letter-spacing: -1.05pt;"> Approachable: Builds
style="letter-spacing: -1.2pt;"> trust
style="letter-spacing: -0.2pt;">and alignment across
style="letter-spacing: -1.35pt;"> diverse
style="letter-spacing: -0.2pt;">teams.
Results-Oriented:
style="letter-spacing: -0.5pt;"> Sets
style="letter-spacing: -0.2pt;">clear goals,
style="letter-spacing: -0.65pt;"> tracks
style="letter-spacing: -0.2pt;">progress, and
style="letter-spacing: -0.6pt;"> celebrates success.
style="margin-top: 0in;">
Required
Bachelor’s degree
style="letter-spacing: -1.3pt;"> in
style="letter-spacing: -0.2pt;">Hospitality, Business
style="letter-spacing: -1.3pt;"> Analytics, or
style="letter-spacing: -1.25pt;"> related
style="letter-spacing: -0.2pt;">field.
8+
style="letter-spacing: -0.2pt;">years of
style="letter-spacing: -0.95pt;"> progressive experience in
style="letter-spacing: -0.75pt;"> luxury
style="letter-spacing: -0.2pt;">hotel operations, including guest-facing and leadership roles.
style="letter-spacing: -0.2pt;">Certified Lean
style="letter-spacing: -1.1pt;"> Six
style="letter-spacing: -0.2pt;">Sigma Black
style="letter-spacing: -1.15pt;"> Belt
style="letter-spacing: -0.2pt;">or equivalent.
Advanced
style="letter-spacing: -0.2pt;">proficiency in
style="letter-spacing: -1.5pt;"> Microsoft Power
style="letter-spacing: -1.25pt;"> BI,
style="letter-spacing: -0.2pt;">Copilot Studio,
style="letter-spacing: -1.4pt;"> and
style="letter-spacing: -0.2pt;">data visualization tools.
Strong
style="letter-spacing: -0.2pt;">communication,
style="letter-spacing: -1.45pt;"> facilitation, and
style="letter-spacing: -1.35pt;"> cross-functional leadership skills.
Preferred
-
style="line-height: 12.7pt; margin-top: 0in;">Master’s
style="letter-spacing: -0.1pt;">degree in
style="letter-spacing: -1.25pt;"> Operations, Data
style="letter-spacing: -1.05pt;"> Science, or
style="letter-spacing: -1pt;"> Business
style="letter-spacing: -0.1pt;">Management.
style="letter-spacing: -0.1pt;">ISO 9001
style="letter-spacing: -1.05pt;"> Lead
style="letter-spacing: -0.1pt;">Auditor, EFQM
style="letter-spacing: -1.05pt;"> Assessor, or
style="letter-spacing: -0.95pt;"> similar
style="letter-spacing: -0.1pt;">quality accreditation.
style="letter-spacing: -0.3pt;">Experience in
style="letter-spacing: -0.65pt;"> multi-property, pre-opening, or
style="letter-spacing: -0.6pt;"> regional roles.
Recognized thought
style="letter-spacing: -0.75pt;"> leadership in
style="letter-spacing: -0.9pt;"> AI,
style="letter-spacing: -0.3pt;">Lean, or
style="letter-spacing: -0.8pt;"> hospitality quality
style="letter-spacing: -0.9pt;"> management.
Leadership Attributes
style="list-style-type: disc; padding-left: 72px;">
Executive Presence & Influence: Inspires confidence across all levels, from owners to
style="line-height: 101%; margin-bottom: 0.0001pt; margin-right: 34.9pt;
margin-top: 1.95pt;">frontline team members.
style="margin-top:
1.8pt;">Analytical & Insightful: Translates complex data into clear, actionable strategies.
style="margin-top:
1.8pt;">Innovative & Curious: Constantly explores new tools and methods to enhance guest
experience.
style="letter-spacing: -0.2pt;">Collaborative &
style="letter-spacing: -1.05pt;"> Approachable: Builds
style="letter-spacing: -1.2pt;"> trust
style="letter-spacing: -0.2pt;">and alignment across
style="letter-spacing: -1.35pt;"> diverse
style="letter-spacing: -0.2pt;">teams.
Results-Oriented:
style="letter-spacing: -0.5pt;"> Sets
style="letter-spacing: -0.2pt;">clear goals,
style="letter-spacing: -0.65pt;"> tracks
style="letter-spacing: -0.2pt;">progress, and
style="letter-spacing: -0.6pt;"> celebrates success.
Quality Governance &
Compliance
- Lead property-wide Quality Assurance
meetings, consolidate findings from audits, Forbes criteria, and brand
standards. - Conduct regular audits and walkthrough; assign and track
corrective actions with departments heads. - Ensure full compliance
with Hilton Brand Standards and Forbes Travel Guide
criteria.
Guest Experience &
Feedback Analysis
- Analyze guest feedback from internal
platforms and external review channels to identify trends and root
causes. - Drive the Stay Experience Platform program; translate insights
to actionable improvements across departments. - Own the Customer
Preference Centre to enable hyper-personalized service
delivery.
Process Optimization &
SOP Management
style="line-height: 165%; margin-bottom: 0.0001pt; margin-right: 48.4pt;
margin-top: 8.25pt;">
Innovation
style="letter-spacing:
-0.15pt;">
&
AI Integration
style="list-style-type: disc; padding-left: 24px;">
Curate and govern a secure AI Prompt Library for service recovery, guest communication,
and process improvement.
Leverage AI and analytics tools (e.g., Power BI, Copilot Studio) to build dashboards and track
KPIs.
Pilot innovative strategies to enhance personalization, engagement, and operational agility.
style="line-height: 101%; margin-bottom: 0.0001pt; margin-right: 1.15pt;
margin-top: 7.9pt;">
Financial &
style="letter-spacing:
-0.3pt;"> Strategic
style="letter-spacing:
-0.5pt;"> Impact
style="list-style-type: disc; padding-left: 24px;">
style="letter-spacing: -0.2pt;">Build ROI
style="letter-spacing: -1.15pt;"> models
style="letter-spacing: -0.2pt;">for improvement initiatives; collaborate with
style="letter-spacing: -1.15pt;"> Finance
style="letter-spacing: -0.2pt;">to embed
style="letter-spacing: -1.15pt;"> savings into forecasts.
style="letter-spacing: -0.2pt;">Track and
style="letter-spacing: -1.2pt;"> report
style="letter-spacing: -0.2pt;">on quality-driven financial outcomes
style="letter-spacing: -1.3pt;"> (e.g.,
style="letter-spacing: -0.2pt;">RevPAR uplift,
style="letter-spacing: -1.4pt;"> cost
style="letter-spacing: -0.2pt;">savings, guest
style="letter-spacing: -1.45pt;"> retention).
style="margin-top: 8.05pt;">Align
style="letter-spacing: -0.3pt;">quality initiatives with
style="letter-spacing: -0.8pt;"> ESG
style="letter-spacing: -0.3pt;">and sustainability goals
style="letter-spacing: -0.9pt;"> where
style="letter-spacing: -0.3pt;">applicable.
