SCOPE OF WORK
Manager, Quality & Training (Hospitality) is a dynamic, results-driven leader who champions quality assurance and staff development initiatives to exceed guest expectations at Hoiana Hotels. This role ensures alignment with Hoiana's & Rosewood brand standards and operational excellence through rigorous quality management and tailored training programs.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
- Drive guest satisfaction and improve key quality metrics such as TrustYou, Forbes, and internal performance measures.
- Leverage customer satisfaction and dissatisfaction analytics to identify systemic and departmental capability gaps, and lead cross-functional alignment with Department Heads to implement effective departmental training, on-the-job development, and immediate on-the-spot training actions, ensuring measurable improvement in service performance.
- Develop, implement, and regularly update training modules to enhance team skills across all departments, focusing on delivering exceptional service excellence.
- Lead quality audits and compliance checks to uphold Hoiana's standards and local regulatory requirements.
- Collaborate cross-departmentally to promote a culture of accountability, teamwork, and continuous improvement.
- Identify systemic operational issues, root causes, and develop long-term corrective action plans.
- Analyze customer feedback and performance data, report insights to senior management with actionable recommendations.
- Monitor, respond to, and delegate actions on all guest reviews and comments promptly.
- Assist in the development, maintenance, and timely update of departmental training manuals, ensuring alignment with current policies and standards.
- Maintain strong knowledge of all hotel operational departments and their functions to drive cohesive quality and training strategies.
- Attend internal and external training sessions to continuously enhance professional knowledge and skills.
QUALIFICATIONS/REQUIREMENTS
- Bachelor's degree in hospitality management, Human Resources, or related field.
- Excellent command of written and spoken English with strong communication and problem-solving abilities.
- Proven experience as a Quality Manager, Training Manager, or similar role within luxury resort or hospitality operations.
- In-depth knowledge of quality management systems, adult learning principles, and training methodologies.
- Strong leadership and interpersonal skills to influence and motivate staff at all levels.
- Proficient in data analysis, training software/tools, and operational systems.
- Ability to work independently in a fast-paced, high-pressure environment.
