_Waldorf Astoria has continued to pioneer exceptional experiences that redefine the art of hospitality; Join our team and be part of a legacy where we shape the future of luxury hospitality\._ _It's not just a job vacancy, we will help you elevate your career by offering a variety of learning & development programs, career growth & thousands of opportunities all around the world\. Take the next step and be the star of your own success story\!_ **What we offer:** Thriving work environment\. Team members' special rates for Hilton hotels worldwide\. Thousand opportunities for career growth and development\. Comprehensive learning & development programs that fits all fields\. Opportunity to give back to the community and have a bigger social impact through Social Responsibility Hilton programs\. Competitive compensation and benefits\. Life insurance\. **What will I be doing?** The Quality Manager ensures that the hotel standards are maintained and met at all times, while analyzing review platforms to identify priorities for improvement and to enhance the positioning of the hotel in terms of quality\. The Quality Managerwill be alsomonitoring, in coordination with departmental leaders, the correct application of luxury standards and procedures and will manage the recurring opportunities and design programs that allow continuous improvement, anticipating the results of guest satisfaction by meeting consistent luxury standards\. **A Quality Manager drives continuous improvement across all departments and divisions associated with the hotel by analyzing the “voice of the customer” and conducting regular quality and standards audits\.** As a Quality Manager, you will be responsible for performing the following tasks to the highest standards: + Assisting with reviewing of standards and SOPs\. + Ensure that company and brand standards are maintained at all times\. + Work closely with the Department Heads to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online scores and position\. + Identifying top priorities for improvement by analyzing guest’s reviews and feedback\. + Responsible for enlivening service and company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon\. + Leading the satisfaction and loyalty tracker program\. + Analyze data received through various review sources and identify areas of development\. + Constantly monitor online Social Media and drive positive results and ranking improvement\. + Create reports to track the action plan progress on various development projects\. + Liaise with the Learning & Development Manager to ensure that team members receive the on\-going training to understand and exceed guest expectations\. + Training, motivating, coaching, and correcting team members to ensure that brand standards are met\. + Establish guidelines that will help team members to understand expectations and parameters\. + Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement + Work closely with Departmental Quality Champions to analyze guests’ issues, identify the challenges and elaborate preventive action plan\. + Actively contribute in implementation of tools that contribute to elevating guest experience and monitor consistency in application\. **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: + Have previous experience of leadership in the areas of ​​Quality management and/or operations in a luxury hotel\. + Strong knowledge of statistics and ability to analyze and process information\. + Exceptional communication and presentation skills\. + Demonstrated ability to develop interpersonal relationships\. + Previous knowledge of Forbes standards would be an asset + Committed to delivering a high level of customer service, both internally and externally\. + Ability to work on their own or in teams\. **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 \(http://jobs\.hiltonworldwide\.com/our\-brands/index\.php\) \. 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\! **Job:** _Call Center and Reservations_ **Title:** _Quality Manager \- Waldorf Astoria Cairo Heliopolis_ **Location:** _null_ **Requisition ID:** _HOT0BEEO_ **EOE/AA/Disabled/Veterans**