【Waldorf Astoria Tokyo Nihonbashi】Director of Quality

Job description

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! You are responsible for overseeing the entire hotel’s operations, ensuring the highest standards of guest service, operational efficiency, and profitability. As a Director of Quality , you’re not just managing the day-to-day operations - you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here’s what you’ll do during a typical day

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.

Qualifications

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.

In addition, this role requires the following minimum qualifications: 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