Training and Quality Assistant Manager - Waldorf Astoria

Responsibilities

Here’s what you’ll do during a typical day:

• Lead, plan, coordinate, implement, and/or facilitate corporate and hotel training programs in accordance with current Hilton requirements, including diversity and inclusion, new team member orientation, communication, leadership, service excellence, and other training programs aligned with departmental needs.
• Assess hotel-wide and departmental training needs through performance trends, guest feedback, quality audits, compliance reviews, and consultation with department leaders. Develop, source, and recommend targeted training solutions to support team development and business needs.
• Review, update, and maintain hotel training materials, programs, and resources to ensure alignment with Hilton standards, hotel requirements, operational needs, and current best practices.
• Oversee and monitor departmental training programs, including Food Safety, Alcohol Awareness, and other required operational and compliance training. Conduct regular audits and follow up with departments to ensure completion and adherence to standards.
• Maintain accurate and up-to-date training records for all team members, including departmental orientation and mandatory training, and ensure records are properly tracked, audited, and maintained within the designated systems.
• Develop and maintain the annual hotel training calendar, ensuring training priorities are aligned with business needs and operational requirements. Compile and present monthly and quarterly training activity and effectiveness reports.
• Partner with department managers, trainers, and team members to review performance trends, identify development opportunities, establish action plans, and recognize achievements.
• Drive the continuous improvement of hotel standards through quality audits, SOP reviews, guest feedback analysis, and performance monitoring, ensuring opportunities are identified and addressed effectively.
• Lead initiatives to enhance guest satisfaction and service excellence, ensuring consistent delivery of exceptional guest experiences across all touchpoints.
• Collaborate with department leaders to identify opportunities for improvement, implement effective solutions, and support the hotel’s commitment to Forbes Travel Guide and other applicable quality standards.
• Champion team development, engagement, service culture, and brand values by embedding learning and coaching into daily operations and reinforcing consistent service standards.
• Monitor, measure, and report on training and quality initiatives, including the effectiveness of action plans and improvements in guest experience, operational performance, and compliance.
• Engage with guests and team members to gather feedback, identify opportunities to enhance service, and continuously improve the overall guest and team member experience.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the particular requirements of the company.

• Maintain, organize, and update training materials, resources, and equipment, ensuring they are readily available and effectively utilized to support training and development initiatives.
• Coordinate and support additional team member engagement, development, and Human Resources activities, as required.

• Strong knowledge of training needs analysis methodologies and the ability to identify learning and development opportunities based on operational and performance requirements.
• Sound knowledge of adult…