Job Description
As an Operation Training Manager, your role is fully embedded in daily hotel operations. You are directly responsible for driving service excellence and sharpening the functional capabilities of all guest-facing departments by actively delivering on-the-floor training, upgrading team members knowledge, and ensuring that Hilton's premium service standards are flawlessly executed at every guest touchpoint.
Responsibilities
- Directly upgrade the knowledge and skills of operational team members regarding hotel products, luxury services, and guest engagement techniques.
- Conduct continuous on-the-floor coaching and practical training to ensure front-of-house departments deliver standard-setting guest experiences.
- Support departments in developing cutting-edge functional excellence, transforming standard service into memorable guest touchpoints.
- Partner deeply with operational department heads to design and execute tailored, practical training programs that address real-time service gaps.
- Induct, coach, and closely monitor new Team Members during their initial weeks on the floor to ensure they meet operational and service standards quickly.
- Monitor and conduct learning and development reviews with each operational team to maintain consistently high performance.
- Instill and monitor strict compliance with Hilton's grooming standards, operational policies, and service protocols among all frontline team members.
- Ensure all operational teams have a sharp, up-to-date understanding of safety, emergency procedures, and fire regulations to guarantee guest security.
- Handle equipment, tools, keys and supplies in proper way, kept in good working condition and regularly inspected, ensure the team does the same
- Order and purchase equipment and supplies
- Report maintenance deficiencies and items in need of repair and follow up to make it done
- Report hazard issues and follow up to make it done;
- To liaise with external contractors, business partners (if any) to ensure service and quality
- To liaise with external contractors, business partners (if any) to ensure service and quality
- Carry out lost and found procedures
- Carry out lost and found procedures
- Carry out any other reasonable task set by the Hotel's Management
Qualifications
- Have required Certificates for the position as per Vietnam's law.
- 4-6 years of related experience;
- 4+ years of management or supervisory experience;
- Knowledge of departmental and hotel operations;
- Good communication skills, fluent in Vietnamese;
- Ability to read, write, and speak in Vietnamese and English language to communicate effectively;
- Knowledge of training techniques;
- Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Word, PowerPoint;
- Ability to exercise judgment in evaluating situations and in making sound decisions;
- Creative and innovative approach to problem solving;
- Methodical and well organized;
- Excellent leadership, interpersonal and communication skills;
- Strong organizational, planning and analytic skills;
- Excellent attention to details;
- A passion for delivering exceptional levels of Guest service;
- Positive attitude;
- Excellent grooming standards;
- Ability to work with ownership as well within a team;
- Flexible, reliable, accountable and resilient;
- A passion for being on a winning team;
- Strong work ethic;
- Ability to work under pressure;
- Able to travel for business (if required);
