Training & Quality Manager

Overview

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.

• 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.

• 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.

• 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.

• 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.