About this role
- To fill this position the candidate must have: Training needs analysis, annual training planning and programme delivery Quality assurance, service audits and brand standards compliance Guest feedback analysis, root cause analysis and continuous improvement Stakeholder communication, presentation skills and budget management
RESPONSIBILITIES
- Develop and implement the annual training plan based on operational needs, audit findings and guest feedback.
- Deliver orientation, service culture and skills training; coach departmental trainers and maintain training records.
- Coordinate internal quality audits and brand assessments, monitor service standards and report findings to management.
- Analyse guest satisfaction results and recurring complaints; agree corrective actions with department heads and track completion.
- Lead quality improvement meetings and verify that corrective actions improve the guest experience.
- Monitor training participation, learning outcomes and quality indicators; provide regular reports and manage the training budget.