Key Responsibilities

• Deliver training on guest-service standards, grooming, etiquette, professional conduct, housekeeping best practices and front-of-house behaviour.
• Develop and regularly update training modules based on international four- and five-star hotel service standards.
• Adapt hotel service practices to Facilities Management and soft-services environments.
• Conduct induction, refresher and upskilling training for housekeeping, guest-service and hospitality-aligned FM employees.
• Provide practical demonstrations and on-site coaching to frontline employees and supervisors.
• Train and coach employees deployed at hotels, shopping malls, airports, VIP facilities and other hospitality-sensitive locations.
• Assess service-delivery standards through floor walks, observations and mystery-shopper-style evaluations.
• Conduct employee competency assessments and recommend corrective or additional training.
• Prepare training materials, presentations, checklists, evaluation forms and assessment reports.
• Maintain accurate training attendance, assessment and competency records.
• Prepare daily, weekly and monthly training reports.
• Monitor training compliance and ensure all mandatory programmes are completed.
• Collaborate with Operations teams to align training with client SLAs, service standards and operational requirements.
• Work closely with supervisors, Operations Managers, the Head of Soft Services, the Hospitality Director, HR and the Training Centre.
• Support employee recognition initiatives, including Employee of the Month programmes.
• Evaluate training effectiveness through employee performance, client feedback and service-quality results.

Mandatory Requirements

• Minimum four years of supervisory experience in a four- or five-star hotel in the UAE.
• Candidates must have worked in a recognised four- or five-star hotel environment.
• Strong knowledge of international hospitality, housekeeping and guest-service standards.
• Proven experience supervising, coaching and motivating frontline hospitality or housekeeping employees.
• Excellent grooming, professional presentation and interpersonal skills.
• Strong English communication and presentation abilities.
• Ability to conduct practical training and confidently address groups of employees.
• Strong attention to detail and commitment to premium service quality.
• Ability to assess employee performance and provide constructive feedback.
• Experience working with multicultural teams.
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