Quality Assurance Manager (Pre-Opening) - Conrad Kuala Lumpur
About the role
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.
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
Review and redesign SOPs to eliminate inefficiencies and elevate service delivery.
Coach department heads on Lean Six Sigma principles to streamline operations and enhance consistency.
Establish and maintain QA processes and documentation.
Training & Capability Building
Partner with HR and L&D to design and deliver training on QA, Forbes standards, and continuous improvement.
Monitor team competency and readiness through audits, observations, and feedback loops.
Prepare and lead Forbes and mystery audit simulations to ensure audit-readiness.
Innovation & AI Integration
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.
Financial & Strategic Impact
Build ROI models for improvement initiatives; collaborate with Finance to embed savings into forecasts.
Track and report on quality-driven financial outcomes (e.g., RevPAR uplift, cost savings, guest retention).
Align quality initiatives with ESG and sustainability goals where applicable.
Required
Bachelor’s degree in Hospitality, Business Analytics, or related field.
8+ years of progressive experience in luxury hotel operations, including guest-facing and leadership roles.
Certified Lean Six Sigma Black Belt or equivalent.
Advanced proficiency in Microsoft Power BI, Copilot Studio, and data visualization tools.
Strong communication, facilitation, and cross-functional leadership skills. Preferred
Master’s degree in Operations, Data Science, or Business Management.
ISO 9001 Lead Auditor, EFQM Assessor, or similar quality accreditation.
Experience in multi-property, pre-opening, or regional roles.
Recognized thought leadership in AI, Lean, or hospitality quality management.
Leadership Attributes
Executive Presence & Influence: Inspires confidence across all levels, from owners to
frontline team members.
Analytical & Insightful: Translates complex data into clear, actionable strategies.
Innovative & Curious: Constantly explores new tools and methods to enhance guest experience.
Collaborative & Approachable: Builds trust and alignment across diverse teams.
Results-Oriented: Sets clear goals, tracks progress, and celebrates success.
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