Training & Quality Manager - Hospitality

Job description / Role

Overview
Headquartered in Dubai, UAE, The First Group is a dynamic, integrated global property developer with a fast-growing portfolio of upscale hotels, residential properties, F&B brands and real estate asset management services. Since our launch in 2005, we have carved a highly successful niche offering unrivalled property investment opportunities in high-growth markets to clients from more than 70 countries worldwide.

We were among the first developers to identify the tremendous potential in providing private investors the opportunity to purchase hotel guestrooms, suites and serviced apartments in our collection of upscale properties located in highly popular locations across Dubai. We back up our success with a list of International Property awards along with strategic partnerships with companies such as Wyndham Hotel group, Millennium Hotels, Emirates Airlines and Jumeirah Hotels and Resorts.

To successful candidates, we offer a diverse progressive corporate working environment with clear growth potential along with award winning sales & marketing tools, a state of the art showroom featuring Dubai's only virtual helicopter tour and endorsements from a number of international sporting celebrities.

Job Description
We are seeking a and dynamic Learning and Development professional to join our team as the Training & Quality Manager for our Hospitality division In this leadership position you will spearhead the optimization of service excellence through the strategic development and execution of robust training initiatives and meticulous quality assurance protocols across all our hospitality units. The successful candidate will have the exciting opportunity to collaborate closely with our management team to foster a vibrant workplace culture, bolster guest loyalty, and optimize operational efficiency across all facets of our organization while leading a motivated team of training professionals.

Key Responsibilities:

Training & Quality Operations:

- Facilitate monthly L&D meetings with the Executive Committee and Heads of Departments to assess the training needs.
- Develop and implement comprehensive training programs tailored to all team players, including front-line staff, supervisors, and managers.
- Work closely with management to identify training gaps and create materials that align with organizational objectives and industry benchmarks.
- Conduct engaging training sessions, workshops, and seminars, utilizing both in-person and virtual formats, to equip attendees with essential skills and knowledge.
- Oversee and optimize the utilization of the Lobster Ink Platform, ensuring maximum effectiveness of training resources.
- Generate insightful reports on Training & Quality Initiatives, offering valuable insights into business performance.
- Actively participate in action planning based on guest feedback and mystery guest audits to continuously enhance service quality.
- Support the Management team in the development of Standard Operating Procedures to streamline operations and uphold service standards.
- Ensure adequate number of departmental trainers in each operation to meet organizational training needs.
- Head monthly meetings with departmental trainers to enhance their skills and ensure alignment of training plans with current priorities.
- Set and uphold stringent quality standards for all facets of service delivery.
- Conduct routine audits and inspections to evaluate adherence to quality standards and pinpoint opportunities for enhancement.
- Create and execute corrective action plans as necessary to rectify deficiencies and foster ongoing improvements.

Team Development & Engagement:

- Provide coaching, mentoring, and feedback to managers to support their professional development and improve performance.
- Foster a culture of continuous learning and excellence within the organization by promoting employee engagement and empowerment.
- Develop and implement strategies to enhance employee engagement within the hotels.
- Collaborate with management to launch DEIB (Diversity, Equity, Inclusion, and Belonging) initiatives.

Performance Measurement:

- Lead performance measurement cycle along with HODs and HR Business Partners to ensure all team players are having regular performance evaluations across the business.
- Implement performance metrics and key performance indicators (KPIs) to measure the effectiveness of training programs and quality assurance initiatives.
- Analyse data and generate reports to track performance trends, identify areas of strength and weakness, and make recommendations for improvement.

Compliance:

- Stay up to date with industry regulations, best practices, and emerging trends related to training and quality management in the hospitality sector.
- Ensure compliance with all relevant health, safety, and sanitation standards, as well as company policies and procedures.

Requirements

Desired Skill & Expertise

- Bachelor's degree in hospitality management, Business Administration, or a related field.
- Proven experience in training and quality management within the hospitality industry, with at least 2 years in a leadership role.
- Proven expertise in LMS Systems.
- Strong understanding of hospitality operations, service standards, and customer expectations.
- Excellent communication, presentation, and interpersonal skills.
- Ability to develop and deliver engaging training programs that cater to diverse learning styles.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Detail-oriented with a focus on delivering high-quality results.

About the Company

The First Group is a British-owned international property development company based in Dubai. The focus is on delivering innovative overseas property developments and solutions to meet the demands of the international property investment market.

As an emerging property market specialist and one of the region\\'s leading independent serviced residential and commercial building developers, The First Group prides itself on offering clients quality off-plan developments, unrivalled services and pioneering products for the finest investment opportunities in Dubai and the Northern Emirates.

With over 20 years\\' experience in the international property market and unparalleled commitment to excellence in all areas, including construction, design, finish and service, choosing to invest with The First Group offers a reliable and secure investment in one of the world\\'s most lucrative property markets.