Training and Quality Assistant Manager - Waldorf Astoria Ras Al Khaimah

Role Overview

Training and Quality Assistant Manager at Hilton's Waldorf Astoria Ras Al Khaimah. This role drives training delivery and quality assurance across the hotel, ensuring team member development and operational excellence aligned with luxury service standards.

Role Purpose

To design, deliver, and evaluate training programs that develop team capability and performance, while monitoring and improving hotel quality standards through audits, feedback analysis, and continuous improvement initiatives in support of guest satisfaction and brand excellence.

Key Responsibilities

Training Program Development and Delivery

• Lead, plan, coordinate, implement, and facilitate corporate and hotel training programs in accordance with current Hilton requirements, including diversity and inclusion, new team member orientation, communication, leadership, service excellence, and other training programs aligned with departmental needs.
• Assess hotel-wide and departmental training needs through performance trends, guest feedback, quality audits, compliance reviews, and consultation with department leaders.
• Develop, source, and recommend targeted training solutions to support team development and business needs.
• Review, update, and maintain hotel training materials, programs, and resources to ensure alignment with Hilton standards, hotel requirements, operational needs, and current best practices.
• Maintain, organize, and update training materials, resources, and equipment, ensuring they are readily available and effectively utilized to support training and development initiatives.

Compliance and Training Records

• Oversee and monitor departmental training programs, including Food Safety, Alcohol Awareness, and other required operational and compliance training.
• Conduct regular audits and follow up with departments to ensure completion and adherence to standards.
• Maintain accurate and up-to-date training records for all team members, including departmental orientation and mandatory training, and ensure records are properly tracked, audited, and maintained within the designated systems.

Planning, Reporting and Analysis

• Develop and maintain the annual hotel training calendar, ensuring training priorities are aligned with business needs and operational requirements.
• Compile and present monthly and quarterly training activity and effectiveness reports.
• Analyze performance trends, guest feedback, quality audit results, and other relevant data to identify opportunities and support continuous improvement.
• Monitor, measure, and report on training and quality initiatives, including the effectiveness of action plans and improvements in guest experience, operational performance, and compliance.

Quality Assurance and Continuous Improvement

• Drive the continuous improvement of hotel standards through quality audits, SOP reviews, guest feedback analysis, and performance monitoring, ensuring opportunities are identified and addressed effectively.
• Lead initiatives to enhance guest satisfaction and service excellence, ensuring consistent delivery of exceptional guest experiences across all touchpoints.
• Collaborate with department leaders to identify opportunities for improvement, implement effective solutions, and support the hotel's commitment to Forbes Travel Guide and other applicable quality standards.

Stakeholder Engagement and Development

• Partner with department managers, trainers, and team members to review performance trends, identify development opportunities, establish action plans, and recognize achievements.
• Champion team development, engagement, service culture, and brand values by embedding learning and coaching into daily operations and reinforcing consistent service standards.
• Engage with guests and team members to gather feedback, identify opportunities to enhance service, and continuously improve the overall guest and team member experience.
• Coordinate and support additional team member engagement, development, and Human Resources activities, as required.

Qualifications & Experience

• Strong knowledge of training needs analysis methodologies and the ability to identify learning and development opportunities based on operational and performance requirements.
• Sound knowledge of adult learning principles and effective training methodologies.
• Strong understanding of luxury hotel operations, practices, and procedures, with the ability to connect training initiatives to operational performance and guest experience.
• Knowledge of Forbes Travel Guide standards and luxury service expectations is preferred.

Skills & Competencies

• Ability to design, develop, implement, and evaluate engaging training programs aligned with business needs, brand standards, and service excellence.
• Excellent verbal and written English communication skills, with the ability to effectively communicate, present, and collaborate with all levels of management and team members.
• Proficiency in Microsoft Office and other relevant training, reporting, and administrative systems.
• Strong observational and analytical skills, with the ability to assess workplace practices, identify opportunities for improvement, and provide constructive recommendations related to performance, grooming, service standards, training, policy adherence, and team engagement.
• Exceptional organizational, planning, and time-management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced hotel environment.
• Ability to inspire, coach, and engage team members while fostering a positive learning environment and a strong culture of service excellence.
• Demonstrated ability to build effective working relationships and collaborate with department leaders and team members to achieve training, quality, and guest satisfaction objectives.