Job Description
The Assistant Training & Quality Manager supports the development, implementation, and continuous improvement of training and quality standards across the organization.
This role works closely with all departments, to ensure employees are equipped with the knowledge, skills, and professional standards required to deliver an exceptional luxury experience.
Key Responsibilities
- Assist in developing and implementing the annual training and development plan.
- Identify departmental training needs through observations, performance reviews, feedback, and quality assessments.
- Support the design and delivery of orientation, onboarding, operational, compliance, service, and professional-development programs.
- Coordinate induction programs for new employees and ensure effective integration into the organization.
- Develop and maintain training materials, presentations, manuals, checklists, and learning resources.
- Deliver engaging training sessions, workshops, briefings, and coaching sessions as required.
- Monitor employee participation, training completion, assessment results, and development progress.
- Maintain accurate and up-to-date training records and departmental training files.
- Assist in establishing, communicating, and maintaining organizational standards, policies, procedures, and service expectations.
- Conduct regular quality audits, inspections, observations, and compliance reviews across departments.
- Identify areas for improvement and work with department leaders to implement practical corrective actions.
- Follow up on agreed action plans and monitor their effectiveness.
- Support the development and review of standard operating procedures and departmental guidelines.
- Gather and analyze feedback from guests, visitors, employees, managers, and other relevant stakeholders.
- Track quality indicators, recurring issues, training gaps, and operational trends.
- Prepare regular training and quality reports for management review.
- Assist with internal assessments, mystery reviews, employee evaluations, and quality-improvement initiatives.
- Promote consistency, professionalism, attention to detail, discretion, and a high standard of conduct throughout the organization.
- Support departmental managers in coaching employees and improving individual and team performance.
- Stay informed about current learning methods, quality practices, compliance requirements, and luxury service standards.
- Perform other related duties as assigned by the Training & Quality Manager.
Desired Skill & Expertise
- Bachelor’s degree or diploma in Training and Development, Human Resources, Business Administration, Hospitality Management, Education, Quality Management, or a related field.
- Previous experience in training, learning and development, quality assurance, operations, or a similar role within a luxury, premium, private, corporate, lifestyle, or high-end environment.
- Experience creating and delivering training programs for employees at different levels.
- Strong understanding of quality audits, performance standards, process improvement, and service excellence.
- Excellent presentation, facilitation, coaching, and communication skills.
- Strong organizational and administrative abilities.
- Proficiency in Microsoft Office or comparable workplace systems.
- Ability to prepare clear reports, presentations, training materials, and quality documentation.
- Professional training, quality, coaching, or instructional-design certification is an advantage.
- Fluency in English is required; additional languages are an advantage.
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