Job Title
Training and Quality Assurance Manager
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Job Summary
We are seeking a highly motivated Training and Quality Assurance Manager to lead our training program at SCHLOSS Roxburghe. This is a newly created role that presents a fantastic opportunity for someone looking to make a significant impact in the luxury hospitality industry.
The successful candidate will be responsible for creating new learning programs, driving service excellence, and ensuring a consistent level of service across all departments.
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Key Responsibilities:
* Develop and implement a comprehensive training strategy and program across the hotel.
* Ensure quality assurance standards are met across all departments, including orientation, mandatory online training, on-the-job skills training, and full training programs.
* Create and facilitate specific in-house training courses, such as customer service and complaint handling.
* Maintain a presence on the operational floor to observe and ensure standards are being delivered to guests.
* Evaluate guest feedback and Medallia guest satisfaction scores to identify quality assurance issues and provide refresher or further training as needed.
* Coordinate and conduct in-house audits to ensure standards are being met.
* Support Heads of Department with employee development, including training courses, cross-training, and succession planning.
* Prepare and manage the hotel's yearly training budget.
* Takeover manager on duty responsibilities when necessary.
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Your Knowledge & Capabilities:
* Passion for training and improving employee skills and knowledge.
* Excellent communication and presentation skills.
* Strong problem-solving and decision-making abilities.
* Ability to build genuine and trusting relationships.
* Proficient in administrative tools like MS Office Suite (Word, Excel, PowerPoint, etc.).
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Proven Experience/Qualifications:
* Proven experience in hotel operations within the luxury hospitality industry.
* 2+ years of delivering training to operational teams.
* Experience with Forbes standards and training desirable.
* Learning or coaching qualification desirable.
* Ability to train, motivate, evaluate, and mentor colleagues.
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Employee Benefits:
* 30 days paid holiday after 1 year of service.
* 50% discount on food & beverage.
* 30% discount in our Pro ShoP.
* Free meals whilst on shift.
* Free golf membership.
* Free on-site parking.
* Recommend a friend scheme.
* Gym membership discount.
* Quarterly recognition programme.
* Hotel stay discounts with Hyatt Destination Hotels.
* Hotel stay discounts at sister properties.
* Access to exclusive perks, offers, and discounts on our colleague platform.
* LifeWorks employee assistance program.
* Access to wellbeing articles, podcasts, tools, and resources.
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Estimated Salary:
$60,000 - $80,000 per annum, depending on experience.