Training & Quality Manager

Responsible for managing the hotel’s learning and development function, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Development Manager position impacts the skills, knowledge, and attitudes of every hotel employee and ensures the availability and use of effective resources.

Training & Development:
Identify training needs through assessments, feedback, and performance analysis.

Design and deliver training programs, workshops, and e-learning modules to enhance employee skills.

Develop onboarding programs for new hires to ensure smooth integration.

Maintain training records and monitor employee progress.

Evaluate the effectiveness of training through testing, feedback, and performance metrics.

Quality Assurance:
Establish and monitor quality standards in line with company policies and brand guidelines.

Conduct regular audits, evaluations, and mystery checks to measure service delivery.

Analyze performance data and identify gaps for improvement.

Develop corrective action plans to address service or process shortfalls.

Collaborate with department heads to ensure consistent implementation of standards.

People & Communication:
Coach and mentor managers and supervisors on effective leadership and performance management.

Promote a culture of continuous learning and service excellence.

Provide regular reports and recommendations to senior management.

Skills & Competencies:
Strong knowledge of training design, adult learning principles, and instructional methods.

Excellent communication, presentation, and facilitation skills.

Analytical mindset with the ability to interpret performance data.

Strong leadership and coaching abilities.