To fill this position the candidate must have:
- Training needs analysis, annual training planning and programme delivery
- Quality assurance, service audits and brand standards compliance
- Guest feedback analysis, root cause analysis and continuous improvement
- Stakeholder communication, presentation skills and budget management
RESPONSIBILITIES:
- Develop and implement the annual training plan based on operational needs, audit findings and guest feedback.
- Deliver orientation, service culture and skills training; coach departmental trainers and maintain training records.
- Coordinate internal quality audits and brand assessments, monitor service standards and report findings to management.
- Analyse guest satisfaction results and recurring complaints; agree corrective actions with department heads and track completion.
- Lead quality improvement meetings and verify that corrective actions improve the guest experience.
- Monitor training participation, learning outcomes and quality indicators; provide regular reports and manage the training budget.
- A minimum of five (5) years of hospitality experience, including a supervisory or managerial role.
- Experience in training and quality assurance within a luxury hotel, including service audits and brand standards.
- Experience analyzing guest feedback, managing corrective action plans and evaluating training effectiveness.
TECHNICAL COMPETENCIES:
Tools and methods for quality assurance and training:
Tools and methods for quality assurance and training:
- Proficient in Microsoft Office, including Excel reporting and PowerPoint
- Ability to use learning management systems and guest feedback platforms
- Ability to design training programmes, audit checklists and quality performance reports