Training & Quality Manager
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Key skills for this role
About the Role
Westin Hotels & Resorts in Doha seeks a Training & Quality Manager to drive training and development aligned with company values. The role involves administering training programs, evaluating effectiveness, managing budgets, and ensuring quality assurance compliance with Marriott brand standards.
Key Skills for This Role
Responsibilities
- Promote and inform employees about all training programs
- Display leadership in guest hospitality and create a positive atmosphere for guest relations
- Help employees identify specific behaviors that will contribute to service excellence
- Ensure employees receive on going training to understand guest expectations
- Use effective training methods to ensure employees understand guest satisfaction
- Meet with training cadre on a regular basis to support training efforts
- Observe service behaviors of employees and provide feedback
- Monitor enrollment and attendance at training classes
- Meet regularly with participants to assess progress and address concerns
- Partner with operational leaders to assess if employees demonstrate effective technical and leadership skills
- Review comment cards, guest satisfaction results and other data to identify areas of improvement
- Measure transfer of learning from training courses to the operation
Requirements
- Bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Certified trainer with proven experience in executing Marriott training programs along with total quality management
Full Job Posting
Job Summary
- Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision.
- Works with property leadership team to identify and address employee and organizational development needs.
- Responsible for ensuring effective training is in place to enable achievement of desired business results.
- Training programs focus on product knowledge, company philosophy, customer service and leadership skills.
- Conducts needs assessments, designs and develops training programs and facilitates delivery.
- Measures effectiveness of training to ensure return on investment.
- Reports to Director of Human Resources with dotted reporting line to General Manager.
Candidate Profile Education and Experience
- Bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
- Certified trainer with proven experience in executing Marriott training programs along with total quality management.
Core Work Activities Administering Employee Training Programs
- Promotes and informs employees about all training programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Helps employees identify specific behaviors that will contribute to service excellence.
- Ensures employees receive on going training to understand guest expectations.
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction.
- Meets with training cadre on a regular basis to support training efforts.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
Evaluating Training Programs Effectiveness
- Monitors enrollment and attendance at training classes.
- Meets regularly with participants to assess progress and address concerns.
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Measures transfer of learning from training courses to the operation.
- Ensures adult learning principles are incorporated into training programs.
Developing Training Program Plans and Budgets
- Ensures all training and development activities are strategically linked to the organization’s mission and vision.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Makes any necessary adjustments to training methodology and/or re trains as appropriate.
- Aligns current training and development programs to effectively impact key business indicators.
- Establishes guidelines so employees understand expectations and parameters.
- Develops specific training to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Managing Training Budgets
- Participates in the development of the Training budget as required.
- Manages budget in alignment with Human Resources and property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Utilizes P card if appropriate to control and monitor departmental expenditures.
Quality Assurance
- Take full ownership of the hotel’s Quality Assurance (QA) framework, ensuring consistent compliance with Marriott brand standards and operating procedures across all departments.
- Lead and coordinate Marriott Brand Standard Audits (BSA), internal audits, and third party inspections; track findings, drive corrective actions, and ensure timely closure.
- Develop, implement, and monitor quality improvement plans to enhance guest satisfaction, service consistency, and operational excellence.
- Act as the subject matter expert on brand standards, ensuring departments are trained, aligned, and audit ready at all times.
- Analyze guest feedback (e.g., Guest Voice, Medallia, reviews) and operational data to identify trends, gaps, and opportunities for service enhancement.
- Partner with department heads to embed quality culture, accountability, and continuous improvement practices at all levels.
- Oversee policy and SOP compliance, ensuring all procedures are updated, communicated, and adhered to in line with Marriott guidelines.
- Conduct regular quality walkthroughs and spot checks across guest areas, back of house, and service touchpoints.
- Drive training and awareness programs for associates on quality standards, audit readiness, and guest experience excellence.
- Prepare and present quality performance reports to leadership, including audit scores, action plans, and improvement initiatives.
- Ensure readiness for external inspections, where applicable, maintaining high service and facility standards.
- Foster a guest centric culture, ensuring issues are proactively addressed and service recovery standards are consistently applied.
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