The First Group
Training & Quality Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
- Urgent
Report job as expired
Job expiry date: 02/06/2025
Job overview
Date posted
18/04/2025
Location
Dubai, United Arab Emirates
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
02/06/2025
Job description
The Training and Quality Manager plays a critical role in shaping the hotelās service culture by driving impactful learning initiatives and ensuring operational excellence. In collaboration with operational HODs, this position will set up brand standards, identify service gaps, and implement improvement strategies to elevate the guest experience. This includes planning and execution of training programs that support talent development and align with business goals under the guidance of the Group Director of Training and the Hotel Managing Director.
Required skills
training program development
guest experience improvement
quality assurance
onboarding
service audits
performance tracking
facilitation
learning management systems
project management
compliance documentation
brand standards implementation
feedback analysis
succession planning
career development
service recovery
coaching
Key responsibilities
- Lead onboarding and orientation sessions to seamlessly integrate new team members into the brand culture and expectations
- Deliver core learning programs covering key areas such as service excellence, communication, compliance, and brand-specific standards
- Partner with department heads to evaluate training needs and create targeted development plans across all functions
- Maintain accurate, up-to-date records of all training activities, certifications, and compliance documentation
- Assess the impact of training through structured evaluations, feedback, and performance tracking to ensure measurable improvements
- Champion a culture of excellence by embedding quality standards into daily operations and promoting consistency in service delivery
- Conduct routine audits and inspections to assess compliance with internal policies and brand requirements
- Analyse guest feedback from multiple channels to identify trends, root causes, and opportunities for service enhancement
- Lead the hotelās service recovery and quality response strategies, ensuring swift resolution of complaints and implementation of preventive measures
- Collaborate with operational teams to embed corrective actions and recognize high performers who embody service excellence
- Ensure readiness for internal and external audits by overseeing documentation, process adherence, and follow-up actions
- Foster an inclusive, growth-oriented learning environment that encourages continuous development and cross-functional collaboration
- Contribute to leadership development, succession planning, and the creation of career pathways for high-potential talent
- Act as an internal coach and advisor to supervisors and managers, supporting them in driving team performance and engagement
Experience & skills
- Bachelorās degree in Hospitality Management, Human Resources, or related field
- Minimum 3ā5 years of experience in a training or quality leadership role within the hospitality industry
- Excellent presentation, facilitation, and communication skills
- Strong organizational and project management abilities
- Knowledge of learning management systems (LMS) and guest feedback platforms
