• Bachelor’s degree in Hospitality Management, Human Resources, or a related field preferred.
• Minimum of 3-5 years of experience in training and/or quality assurance in the hospitality industry. A 5-star hotel / resort experience would be an advantage,
• Strong understanding of hotel operations and service quality standards.
• Excellent communication, presentation, and leadership skills.
• Ability to develop and deliver engaging training programs.
• Experience in conducting audits, performance assessments, and implementing quality control measures.
• Proficiency in Microsoft Office and training software.
• Strong analytical skills and attention to detail.
• Passion for guest satisfaction and employee development.
• Develop and implement training programs for all hotel departments to enhance employee skills and service excellence.
• Conduct onboarding sessions for new employees to ensure alignment with brand standards and company values.
• Monitor and evaluate employee performance to identify training needs and recommend improvement strategies.
• Establish and maintain quality assurance protocols, ensuring compliance with industry and brand standards.
• Conduct regular audits, mystery guest evaluations, and service quality assessments.
• Analyze guest feedback and operational data to drive continuous improvement in service delivery.
• Collaborate with department heads to develop action plans for service enhancements.
• Lead customer service initiatives and employee engagement programs to foster a culture of excellence.
• Stay updated on hospitality trends, best practices, and regulatory requirements related to training and quality assurance.
• Prepare reports and present findings to senior management, recommending improvements where necessary.
