Director of Quality and Training
About The Position
The Director of Quality and Training oversees and administers the training and professional development functions of Faena New York. The manager ensures high standards of service quality, and consistency in guest experiences. This person will be responsible for developing and implementing training programs, monitoring quality control, and creating plans to enhance employee performance and guest satisfaction. The manager also oversees training and professional development functions, including course content creation, facilitating and conducting training sessions, planning and implementing hotel training initiatives, conducting needs assessments, measuring training effectiveness, and ensuring on the job application of service, leadership, specialty and department-specific training.
Requirements
- Bachelor's degree in Hospitality Management, Human Resources, Education or related field preferred
- 3 – 5 years of experience in hotel operations, with experience in a training or supervisory role
- Prior experience as a Quality and Training Manager at a Forbes Five (5) Star Hotel or equivalent
- Prior experience in quality management, training design, and employee development
- Strong leadership and communication skills
- Ability to analyze feedback and metrics to drive strategic improvements
- Capable to manager multiple training programs, schedules, and track training progress for large teams
- Skill for engaging staff and encouraging a learning-focused environment; works well with diverse teams
- Willingness to adjust training approaches based on employee feedback, changes in hotel procedures, or guest feedback
- Passionate about hospitality and about delivering exceptional guest experiences
- Can demonstrate respect, dependability, adaptability, productivity and creativity
- Other key qualities we are looking for are patience, empathy, attention to detail, enthusiasm for learning and development
Responsibilities
- Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires
- Conduct Orientation sessions for new hires and offer continuous training for current employees as it pertains to Faena and luxury hospitality standards, company policies, health and safety protocols and compliance
- Plan and conduct meetings with department managers, department trainers and team members to review performance trends, to develop appropriate action plans and to provide appropriate recognition.
- Develop an annual training calendar and compile periodic reports (i.e. monthly, quarterly, etc.) of training activity.
- Collaborate with department heads to create action plans based on guest feedback and insights
- Work closely with senior management to align training and quality initiatives with the hotel’s goals
- Foster a culture of continuous improvement and guest-experience approach
- Maintain records of training programs, audits, and quality evaluations
- Provide regular reports to hotel management on quality training progress, highlighting key achievements and areas needing improvement
- Creates and adheres to an annual budget for all training programs, initiatives and learning resources
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What This Job Offers
Job Type
Full-time
Career Level
Manager
