The Quality Assurance Manager safeguards the hotel’s premium positioning by owning guest‑experience quality, brand‑standard compliance, and continuous improvement across all departments and touchpoints—arrival, Front Office/Concierge, Housekeeping & Laundry, Engineering, Spa & Fitness, Recreation/Beach & Pools, Food & Beverage (outlets, banquets, stewardship), Casino public areas, Security, and Back‑of‑House—ensuring every stay reflects Hilton’s light and warmth of hospitality while meeting Hilton QA and Aruba regulatory standards.

What will I be doing?
 

Lead a property‑wide culture of quality—set clear standards, measure relentlessly, coach constructively, and close the loop so improvements stick.

Brand, Compliance & Insights

Own Hilton Brand Standards readiness (Rooms & F&B) and QA inspections; maintain evidence folders, corrective action plans (CAPs), and timely 30/60/90 closures.

Monitor Stay Experience Platform / Stay Score /NPS and public review signals (Google, Tripadvisor, OTAs); run weekly insight huddles; publish scorecards; prioritize top drivers with owner departments.

Maintain accessibility readiness and documentation.

SOPs, Training & Audits

Create and maintain cross‑department SOPs and checklists (arrival/service sequences, cleanliness verification, room/floor inspections, minibar/IRF, BOH hygiene, allergen controls).

Execute daily/weekly walkthroughs (rooms, corridors, elevators, public areas, BOH, kitchens); conduct housekeeping & engineering quality checks; track defects in HotSOS (or equivalent) with SLAs and recurrence control.

Partner with HR/Learning to embed quality content in orientation and recurrent training; facilitate pre‑assessment workshops ahead of Brand QA/LQA/food safety reviews.

Service Recovery & Communications

Oversee high‑impact recoveries (pre‑arrival, in‑stay, post‑stay); coach leaders on HEART recovery; ensure 24–48 hour follow‑through, documentation, and learning loops.

Standardize compensation matrices and empower leaders to resolve issues within policy; verify guest follow‑up and closure quality.

Safety, Sanitation & Accessibility

Support HACCP/food safety routines with Culinary/Stewarding; verify Aruba Department of Health compliance and temperature/allergen/traceability logs.

Partner with Security/H&S on drills, incident reporting, ergonomics, chemical safety/MSDS, PPE, and emergency readiness.

Validate accessible routes, room features, and service accommodations are consistently available and communicated.

Reputation & Experience Management

Produce weekly insight reports with root‑cause analysis and department‑specific actions; escalate systemic issues.

Champion proactive “quality rounds” in lobby, outlets, pools/beach, spa/fitness, casino public areas, and guest floors with HODs.

Ensure timely, brand‑voice responses to online reviews; track impact of responses on loyalty and intent to recommend.

Process Improvement & Projects

Facilitate Kaizen/Lean‑style problem solving with departments; map guest journeys, remove friction, and standardize best practices.

Lead quality workstreams for openings/renovations/new concepts, ensuring standards are designed into space, equipment, and SOPs.

Establish before/after KPIs and verify ROI of improvements.

What are we looking for?
A Quality Assurance Manager 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:

Be presentable and able to represent the brand at the level requiredHave a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementingFind it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunitiesProficient time management skills and ability to multi-task is critical to this varied and exciting role

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Experience in the vacation ownership industry

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 nearly a century, Hilton has offered business and leisure travelers 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!