Quality and Training Manager

About the role

The Quality and Training Manager is responsible for implementing quality‑assurance processes and ensuring that training and development activities are tightly aligned with the hotel’s mission, vision, brand standards and guest expectations. This role drives continuous improvement, monitors employee satisfaction and acts as a champion for quality across the property.

Key responsibilities

• Attend daily executive committee meetings to provide real‑time performance updates and address guest incidents.
• Present weekly analysis of defect trends, guest feedback and recommend focus areas.
• Coordinate weekly quality meetings covering guest voice, top incidents and standard audits.
• Record, track and communicate progress of quality initiatives to executives, managers and corporate office.
• Facilitate problem‑solving sessions and process‑improvement teams, ensuring systematic use of quality tools.
• Immerse in operations to identify issues, verify corrective actions and measure results.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years experience.
• Solid understanding of hotel operations and quality‑management practices.
• Experience with data collection, budget preparation and cost control.
• Ability to use statistical measurement tools and present findings effectively.
• Detail‑oriented with strong analytical capabilities.

Required skills

• Six Sigma methodology
• Total Quality Management (TQM)
• Statistical measurement tools
• Budget preparation and cost control
• Data collection methods
• Database applications
• Spreadsheet software