Manager, Quality & Training (Hospitality)

SCOPE OF WORK
Manager, Quality & Training (Hospitality) is a dynamic, results- driven leader who champions quality assurance and staff development initiatives to exceed guest expectations at Hoiana Hotels. This role ensures alignment with Hoiana&039;s & Rosewood brand standards and operational excellence through rigorous quality management and tailored training programs.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Lead quality audits and compliance checks to uphold Hoiana&039;s standards and local regulatory requirements.
Leverage customer satisfaction and dissatisfaction analytics to identify systemic and departmental capability gaps, and lead cross- functional alignment with Department Heads to implement effective departmental training, on- the- job development, and immediate on- the- spot training actions, ensuring measurable improvement in service performance.
Develop, implement, and regularly update training modules to enhance team skills across all departments, focusing on delivering exceptional service excellence.
Analyze customer feedback and performance data, report insights to senior management with actionable recommendations.
Drive guest satisfaction and improve key quality metrics such as TrustYou, Forbes, and internal performance measures.
Maintain strong knowledge of all hotel operational departments and their functions to drive cohesive quality and training strategies.
Collaborate cross- departmentally to promote a culture of accountability, teamwork, and continuous improvement.
Attend internal and external training sessions to continuously enhance professional knowledge and skills.
Identify systemic operational issues, root causes, and develop long- term corrective action plans.
Monitor, respond to, and delegate actions on all guest reviews and comments promptly.
Assist in the development, maintenance, and timely update of departmental training manuals, ensuring alignment with current policies and standards.

Qualifications Requirements:

Excellent command of written and spoken English with strong communication and problem- solving abilities.
Ability to work independently in a fast- paced, high- pressure environment.
Proficient in data analysis, training software/tools, and operational systems.
In- depth knowledge of quality management systems, adult learning principles, and training methodologies.
Bachelor’s degree in hospitality management, Human Resources, or related field.
Proven experience as a Quality Manager, Training Manager, or similar role within luxury resort or hospitality operations.
Strong leadership and interpersonal skills to influence and motivate staff at all levels.

Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, ...)
Career Development Opportunity
Big- scale project in central Vietnam
Professional and multicultural working environment

Cập nhật gần nhất lúc: 2026-01-26 01:45:02