Director of Quality (Pre Opening) - Waldorf Astoria

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.Are you passionate about delivering exceptional guest experiences and driving operational excellence? Our prestigious 5-star luxury hotel is seeking a highly skilled and forward-thinking Director of Quality to lead our quality assurance and guest satisfaction initiatives. In this critical leadership role, you will uphold our brand’s exacting standards, enhance service delivery across all departments, and champion continuous improvement strategies that set new benchmarks in luxury hospitality.If you're ready to make a meaningful impact and contribute to a culture of excellence, we warmly invite you to join our dedicated and dynamic team.What will I be doing? As the Director of Quality, you will be responsible for performing the following tasks to the highest standards: Quality Assurance ExpertiseProven ability to design, implement, and oversee quality assurance programs tailored to luxury hospitality standards. Compliance & Standards EnforcementDeep understanding of brand guidelines, health & safety regulations, and industry benchmarks; ensures strict adherence across departments. Guest Satisfaction LeadershipSkilled in analyzing guest feedback, reviews, and satisfaction scores to drive service excellence and recovery strategies. Continuous Improvement & InnovationProficient in using audits, mystery guest evaluations, and performance metrics to identify gaps and implement enhancements. Process OptimizationExperience applying Lean Six Sigma or similar methodologies to improve operational efficiency and reduce service inconsistencies. Learning & Development StrategyAbility to create and lead training programs that reinforce service standards and empower team members to deliver exceptional guest experiences Audit & SOP ManagementStrong capability in developing, reviewing, and updating Standard Operating Procedures (SOPs) and conducting internal audits. Cross-Functional CollaborationEffective in working with department heads to align quality goals with operational priorities and guest expectations. Data-Driven Decision MakingAnalytical mindset with the ability to interpret quality metrics and translate insights into actionable strategies. Leadership & InfluenceInspires a culture of excellence, accountability, and continuous improvement across all levels of the hotel team.What are we looking for? A Director of Quality, 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: Possess a Bachelor’s Degree in Hospitality Management, Business Administration, Quality Management, or a related field, with professional certifications in quality assurance or hospitality management considered an asset. Certification in Lean Six Sigma or equivalent is an advantage. Proven expertise in quality management within the hospitality industry, preferably with a strong background in luxury hotel operations. Pre-opening experience is an added advantage. Strong track record of driving guest satisfaction and operational excellence. Strategic leadership in quality assurance and service excellence. Strong analytical skills with a data-driven approach to decision-making. Expertise in compliance, audits, and SOP development. Proven ability to lead process improvement and change management initiatives. Exceptional communication and interpersonal skills.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 a century, Hilton has offered business and leisure travellers 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!Work LocationsWaldorf Astoria Kuala LumpurScheduleFull-timeBrandWaldorf Astoria Hotels & ResortsJobCall Center and Reservations