Training and Quality Assurance Manager

We are currently expanding our team and looking for a Training and Quality Assurance Manager to join the team at SCHLOSS Roxburghe. This is a newly created role that presents a fantastic opportunity for someone looking to make a significant impact.

We are looking for a leader who can bring their expertise and passion for learning and development to the role, creating new learning programmes and driving service excellence across the hotel and estate.

The Training & Quality Assurance Manager will work with the HR Manager to lead the training program at SCHLOSS Roxburghe. This role takes overall responsibility for the planning, development, delivery, and evaluation of training programs across the hotel and estate, to ensure a consistent and luxury experience for our guests.

Your Key Responsibilities:

• You will take overall responsibility for all aspects of training and quality assurance at SCHLOSS Roxburghe including orientation, mandatory online training, on-the-job skills training and full training programs for each department.
• You will focus on quality assurance and ensure that all colleagues deliver our service standards to our guests to ensure a consistent level of service across a guest’s experience, including Hyatt brand standards, L-Collection and Forbes standards.
• You will create, develop and implement a training strategy & program across the hotel to enhance the understanding and skills of employees and ensure consistency of luxury hotel standards in every aspect of the guest experience.
• You will evaluate, update and align SOP’s and standards across departments to ensure a consistent standard of service is delivered to guests in all areas of the hotel.
• Create and facilitate specific in-house training courses i.e. customer service, complaint handling, as well as organise and coordinate all external training courses.
• Maintain a presence on the operational floor to observe and ensure standards are being delivered to guests required.
• Review all guest feedback and Medallia guest satisfaction scores to identify any quality assurance issues and follow up on key areas that require either refresher or further training and ensure quality throughout the guest’s journey.
• Coordinate and conduct in-house audits to ensure standards are being met.
• Working with Heads of Department’s you will ensure mandatory H&S training is completed by all new and existing colleagues, including any regular refresher trainings.
• You will identify key training goals and opportunities to enhance quality standards in all areas of the hotel.
• You will support the HOD’s with further personal development of their colleagues ie. training courses to be offered, cross training, to support succession planning for the colleagues in the hotel.
• Support the HOD’s and managers in training challenges and employee relations where necessary.
• Ensure all training records are up to date for all employees and liaise with HOD’s and managers to ensure probation reviews are completed in a timely manner.
• Prepare and manage the hotel’s yearly training budget.
• Takeover of manager on duty (MOD) responsibilities, when necessary to represent the management and assist with guest situations.

Your Knowledge & Capabilities:

• You have a passion for training and improving employee’s skills and knowledge.
• You have excellent communication skills, both verbal and written, with the ability to communicate effectively with people at all levels and understand learning styles.
• You are enthusiastic and have a positive personality with the ability to build genuine and trusting relationships.
• You are strongly self-motivated and passionate about hospitality.
• You are able to problem solve and think decisively.
• You have excellent presentation and organisation skills.

Proven Experience/Qualifications:

• Proven experience in hotel operations within the luxury hospitality industry desirable.
• Proven experience 2+ years of delivering training to operational teams.
• Experience with Forbes standards and training desirable
• Learning or coaching qualification desirable.
• Ability to train, motivate, evaluate, and mentor colleagues to meet desired ends.
• Experience providing support within an HR capacity desirable.
• Proficient in administrative tools like MS Office Suite (Word, Excel, PowerPoint, etc.)

Your Employee Benefits:

• 30 days paid holiday after 1 year of service
• 50% discount on food & beverage
• 30% discount in our Pro ShoP
• Free meals whilst on shift
• Free golf membership
• Free on-site parking
• Recommend a friend scheme
• Gym membership discount
• Quarterly recognition programme
• Hotel stay discounts with Hyatt Destination Hotels
• Hotel stay discounts at our sister properties including Ibiza, Sardinia and New York
• Access to exclusive perks, offers, and discounts on our colleague platform
• LifeWorks employee assistance program
• Access to wellbeing articles, podcasts, tools and resources