• 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
  
  

Key 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.
  
  

Skills, Knowledge and Expertise

• 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.

• 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