Training & Quality Manager
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Key skills for this role
About the Role
Westin Doha seeks a Training & Quality Manager to drive training and development activities aligned with company values and ensure 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 contribute to service excellence
- Ensure employees receive ongoing training to understand guest expectations
- Use effective training methods to ensure employees understand guest satisfaction
- Meet with training cadre regularly to support training efforts
- Observe service behaviors and provide feedback
- Monitor enrollment and attendance at training classes
- Partner with operational leaders to assess employee technical and leadership skills
- Review comment cards and guest satisfaction results to identify areas of improvement
- Measure transfer of learning from training courses to operations
- Ensure adult learning principles are incorporated into training programs
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 and 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.
- The position is responsible for ensuring effective training is in place to enable the 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 the effectiveness of training to ensure a return on investment.
- Reports to the Director of Human Resources with a dotted reporting line to the General Manager.
Candidate Profile
- 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.
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.
- 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.
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.
- Lead and coordinate Marriott Brand Standard Audits (BSA), internal audits, and third party inspections; track findings, drive corrective actions.
- 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.
- Analyze guest feedback (e.g., Guest Voice, Medallia, reviews) and operational data to identify trends, gaps, and opportunities.
- Partner with department heads to embed quality culture, accountability, and continuous improvement practices.
- Oversee policy and SOP compliance, ensuring all procedures are updated, communicated, and adhered to.
- 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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