Quality & Training Manager

About the role

The Quality & Training Manager implements quality assurance processes and ensures training initiatives align with the brand’s mission, vision and guest expectations. This role drives continuous improvement at the property level and champions the Quality function across all departments.

Key responsibilities

• Attend executive committee meetings to provide real‑time performance updates and present weekly defect trend analyses.
• Coordinate weekly quality meetings, conduct monthly audits, and track progress of quality‑related activities.
• Partner with Learning & Development to design and deliver training that improves service performance and embeds brand values.
• Use data collection methods and statistical tools to identify, analyse and report defect trends.
• Review guest feedback, ensure corrective actions are taken, and support leaders in handling complaints on multiple platforms.

Required profile

• Either a 2‑year degree in Business Administration or Hotel Management with 4 years relevant experience, or a 4‑year bachelor’s degree with 2 years relevant experience.
• Demonstrated experience in hotel operations, quality management practices, data collection, budgeting and statistical measurement tools.

Required skills

• Six Sigma methodology
• Total Quality Management (TQM)
• Statistical analysis and measurement tools
• Data collection and reporting techniques
• Budget preparation and cost control