This role champions both development and service quality standards to support the hotel's vision of delivering exceptional guest experiences. The Director of Training & Service Excellence designs and delivers learning initiatives, ensures brand and service standards are upheld, and drives continuous improvement across all departments.
How your day looks:
Training & Development (T&D)
- Develop, coordinate, and deliver training programs aligned with hotel brand standards and operational needs.
- Lead onboarding programs to ensure new colleagues are fully oriented on culture, service values, and expectations.
- Partner with department heads to identify training gaps and create targeted development plans.
- Maintain and update the annual learning calendar, ensuring consistent implementation of mandatory training (e.g., safety, service excellence).
- Track, evaluate, and report training effectiveness using attendance, assessments, and performance indicators.
- Support leadership development initiatives for supervisors and managers.
- Champion colleague engagement by promoting a culture of growth, learning, and recognition.
Quality Assurance
- Conduct regular audits of service standards, operational processes, and brand compliance across departments.
- Monitor and analyze guest feedback from multiple channels (surveys, reviews, internal guest response systems).
- Lead service quality improvement projects based on audit and feedback insights.
- Collaborate with department leaders to ensure corrective actions are implemented effectively and timely.
- Facilitate service excellence workshops and coaching sessions to elevate frontline performance.
- Maintain accurate documentation and reporting of audit results, trends, and service KPIs.
- Support the preparation and coordination of external or corporate quality assessments.
Cross-Functional Leadership
- Work closely with P&C, Operations, and other department heads to align training and quality initiatives with business goals.
- Promote a guest-centric culture through regular communication, coaching, and recognition programs.
- Represent T&D and Quality in relevant meetings and committees.
- Assist with colleague engagement programs, internal communication, and service-related events.
How do you deliver this
- Tell It Like It Is- Be authentic, honest, direct, sincere & professional.
- Build Rapport - Be engaging, reliable, thoughtful, helpful, energetic & empathetic.
- Gain Trust- Be dependable, deliver on promises, take ownership & follow through.
- Play To Win - Be original, bold, cutting edge and decisive.
- Right Here, Right Now - Be attentive, meticulous, determined & impressive.
