Quality Assurance Manager (Pre-Opening) - Conrad Kuala Lumpur

The Quality Assurance Manager 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

• BuildROImodelsforimprovementinitiatives;collaboratewithFinancetoembedsavings intoforecasts.

• Trackandreportonquality-drivenfinancialoutcomes(e.g.,RevPARuplift,costsavings, guestretention).

• AlignqualityinitiativeswithESGandsustainabilitygoalswhereapplicable.

Required

• Bachelor’sdegreeinHospitality,BusinessAnalytics,orrelatedfield.

• 8+yearsofprogressiveexperienceinluxuryhoteloperations,includingguest-facingand leadershiproles.

• CertifiedLeanSixSigmaBlackBeltorequivalent.

• AdvancedproficiencyinMicrosoftPowerBI,CopilotStudio,anddatavisualizationtools.

• Strongcommunication,facilitation,andcross-functionalleadershipskills. Preferred

• Master’sdegreeinOperations,DataScience,orBusinessManagement.

• ISO9001LeadAuditor,EFQMAssessor,orsimilarqualityaccreditation.

• Experienceinmulti-property,pre-opening,orregionalroles.

• RecognizedthoughtleadershipinAI,Lean,orhospitalityqualitymanagement.

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:Buildstrustandalignmentacrossdiverseteams.

• Results-Oriented:Setscleargoals,tracksprogress,andcelebratessuccess.