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About the Role
Oversee the entire hotel’s operations, ensuring the highest standards of guest service, operational efficiency, and profitability. Spread the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
- Lead and oversee all quality management and service excellence initiatives across the hotel.
- Monitor guest satisfaction metrics, online reviews, and internal quality audits, and implement improvement plans.
- Ensure compliance with Hilton brand standards, policies, and operating procedures.
- Analyze guest feedback and operational data to identify trends and opportunities for improvement.
- Facilitate quality review meetings and communicate action plans to department leaders.
- Develop and deliver training programs to enhance service quality and guest experience.
- Support departments in preparing for internal and external audits.
- Collaborate with departmental leaders to drive continuous improvement projects.
- Track performance against quality-related KPIs and prepare reports for hotel leadership.
- Promote a culture of accountability, engagement, and service excellence throughout the organization.
Requirements
- Leadership experience in Quality, Operations, Guest Experience, or a related area within the hospitality industry.
- Strong knowledge of hotel operations and quality management principles.
- Experience with guest satisfaction measurement tools and quality auditing processes.
- Excellent analytical, problem-solving, and project management skills.
- Strong communication in English and Japanese.
Benefits
- 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program.
- Employee stock purchase program (ESPP) with a 15% discount.
- Dedicated caregiving concierge services.
- Crisis Concierge for practical support and emotional care.
- Free counseling and support through Employee Assistance Program (EAP).
- Variety of health plans that keep you and your family covered.
About the Company
- Hilton is a global leader in hospitality, having welcomed more than 3 billion guests worldwide.
- Our founding vision is to fill the earth with the light and warmth of hospitality.
- Award-winning culture recognized on the World’s Best Workplaces list by Great Place to Work and Fortune.
- Committed to providing the best stay for every guest and setting new standards for the future of travel.
- Supports career journeys from starting out to exploring new paths.