Quality Manager - Waldorf Astoria Cairo Heliopolis

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Quality Manager, you’re not just ensuring that hotel standards are maintained – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

• Ensure that company and brand standards are maintained at all times.

• Develop, implement, and maintain quality management processes and service standards in accordance with Forbes Travel Guide requirements, driving compliance, consistency, and continuous improvement across all guest touchpoints.

• Drive operational excellence by embedding Forbes Travel Guide standards into daily operations, monitoring service quality metrics, conducting evaluations, and partnering with department leaders to achieve and sustain world-class guest experience benchmarks.

• Work closely with the Department Heads to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online scores and position.
• Identifying top priorities for improvement by analyzing guest’s reviews and feedback.
• Responsible for enlivening service and company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon.
• Leading the satisfaction and loyalty tracker (Stay Score) program.
• Analyze data received through various review sources and identify areas of development.
• Constantly monitor online social media and drive positive results and ranking improvement.
• Create reports to track the action plan progress on various development projects.
• Liaise with the Learning & Development Manager to ensure that team members receive the on-going training to understand and exceed guest expectations.
• Training, motivating, coaching, and correcting team members to ensure that brand standards are met.
• Establish guidelines that will help team members to understand expectations and parameters.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.