Dream Job Training & Quality Manager seychelles

The Resort Training & Quality Manager is responsible for overseeing the development, implementation, and evaluation of training programs to ensure exceptional guest experiences and operational excellence at the resort. This role focuses on maintaining high-quality service standards, fostering our hosts development, and ensuring compliance with brand and regulatory requirements.

DUTIES AND KEY RESPONSIBILITIES:

• Training Program Development: Design, develop, and deliver comprehensive training programs for resort hosts, including onboarding, customer service, safety, and role-specific skills.
• Quality Assurance: Establish and monitor quality standards across all resort departments, conducting regular audits and inspections to ensure consistency in service delivery.
• Performance Evaluation: Assess hosts performance through feedback, evaluations, and guest satisfaction metrics, identifying areas for improvement and implementing corrective actions.
• Compliance: Ensure training programs align with industry regulations, safety standards (e.g., food safety, First Aid, COSHH), and resort brand guidelines.
• Guest Experience Enhancement: Collaborate with department heads to improve guest satisfaction by addressing training gaps and implementing best practices.
• Training Delivery: Facilitate workshops, seminars, and on-the-job training sessions, using various methods such as e-learning, role-playing, and hands-on activities.
• Data Analysis: Track and analyse training outcomes, guest feedback, and quality metrics to measure effectiveness and report progress to senior management.

 

• Team Leadership: Supervise training hosts, if applicable, and foster a culture of continuous learning and improvement.
• Policy Updates: Create, Maintain and update training manuals, standard operating procedures (SOPs), and quality assurance protocols to reflect current industry trends and resort needs.
• Stakeholder Collaboration: Work with HR, operations, and department managers to align training initiatives with Island’s goals and guest expectations.

You will:

• Manage both local and international hosts in a positive and productive manner by motivating, developing and managing hosts as they work.

• Ensure that all Operational – SOP’s, Procedure Manuals, Performance Standards, are reviewed and updated regularly.
• Work in conjunction with HOD’s to streamline training and development programs.
• Oversee and audit the induction procedures providing guidance to the Department Heads with the assistance of the Human Resources & Welfare Officer.
• Train, develop, implement and assess all training programs and courses.  Courses include Orientation, Service standards, Coaching and Counseling, AHMA Diploma courses and certifications.
• Assess the training requirements of departments and individuals and consult with the HR Talent Manager and Resort Manager about developmental requirements.

 

 

Note that these responsibilities will be added to in due course during the pre-opening phase

 

PREREQUISITES:

The ideal candidate will lead by example, be a friendly, respectful individual with good cross culture sensitivity and have a concern for quality and an eye for detail. You will work well under pressure in a fast-paced environment and enjoy working with a multi-cultural team, be hands on, while possessing the following additional competencies:

 

EDUCATION:

A bachelor’s degree in hospitality management, human resources, business administration, or a related field; equivalent experience may be considered.

 

 

 

LANGUAGES:

• English with the ability to communicate clearly both spoken and written, as well having two (2) additional languages preferably……xxx

 

 

EXPERIENCE & SKILLS:

• 5+ years in training, quality assurance, or hospitality management, preferably in a resort or hotel environment.
• Must be proficient in learning management systems, Microsoft Office, Word, Excel and Outlook be familiar with guest feedback platforms such as TripAdvisor.

• Ability to adapt to Island Life
• Strong ability to motivate, coach and develop hosts at all levels.
• Pre-opening Experience.
• Clean and precise working attitude.
• Keen eye for identifying quality issues and adhering with standards.
• Be adaptable – work in a resort environment and adapt your training methods accordingly to a diverse host and guest demographic.
• Ability to work independently and as part of a team

• Proven experience in training development within the luxury hospitality industry.
• Strong understanding of luxury guest service standards.
• Excellent communication, interpersonal, and leadership skills to build relationships with hosts and head of departments.

 

Also, you need to understand that this job description will develop overtime during pre-opening and post opening with quarterly reviews.

Jubilee Recruitment is acting as an employment agency in relation to this permanent vacancy.