Training and Quality Assistant Manager

Role Overview

As a Training and Quality Assistant Manager at Hilton's Waldorf Astoria in Ras Al Khaimah, you will play a pivotal role in leading and administering comprehensive training programs and quality standards to enhance team skills and guest experiences. This role focuses on ensuring compliance with Hilton's corporate training guidelines, facilitating learning aligned with operational objectives, and championing service excellence across all departments.

Key Responsibilities

• Plan, direct, and execute both corporate and hotel-specific training initiatives, including diversity and inclusion programs, new hire orientations, communication workshops, leadership modules, and service excellence training tailored to departmental requirements.
• Identify training requirements across the hotel by analyzing performance data, guest feedback, quality inspections, and discussions with department heads, subsequently proposing targeted learning solutions to foster team and business growth.
• Continuously update and curate training content and resources aligned with Hilton standards, operational needs, and current industry best practices.
• Supervise mandatory departmental courses such as Food Safety and Alcohol Awareness, conducting compliance audits and ensuring timely completion of training by all team members.
• Maintain meticulous training records for all personnel, including orientation and compulsory sessions, ensuring accurate documentation within authorized systems.
• Develop and manage an annual training calendar reflecting strategic training priorities tied to business goals, and prepare detailed reports on training activities and effectiveness on a monthly and quarterly basis.
• Collaborate with managers and trainers to assess performance metrics, identify development needs, formulate improvement plans, and celebrate team accomplishments.
• Drive ongoing refinement of hotel standards through regular quality audits, SOP evaluation, guest experience analysis, and performance tracking, guaranteeing corrective measures are timely and effective.
• Lead initiatives aimed at elevating guest satisfaction and service quality, ensuring a consistently outstanding experience throughout every guest interaction point.
• Work with leadership to identify process improvements, implement effective remedies, and uphold compliance with Forbes Travel Guide and other relevant benchmarks.
• Promote team growth, engagement, and brand values by integrating learning and coaching into everyday workflows and maintaining consistent service protocols.
• Monitor, assess, and report on the impact of training and quality programs, emphasizing improvements in guest feedback, operational efficiency, and regulatory compliance.
• Engage both guests and employees to collect insights, uncover areas for service enhancement, and perpetually enhance the guest and team member experience.

Additional Duties

• Ensure training materials and equipment are well-organized, accessible, and effectively support development initiatives.
• Provide support for other HR activities related to team member engagement and development as required by management.

Qualifications and Skills

• Deep understanding of training needs assessment techniques and capacity to pinpoint development opportunities rooted in operational and performance data.
• Comprehensive knowledge of adult learning theories and practical training methods that engage learners effectively.
• Skill in designing, administering, and evaluating captivating training programs that align with brand standards and operational expectations.
• Strong grasp of luxury hotel operations and the ability to link training efforts to improved performance and exceptional guest experiences.
• Familiarity with Forbes Travel Guide standards and luxury hospitality service criteria is advantageous.
• Excellent English communication skills, both written and verbal, capable of interacting professionally across all hierarchy levels.
• Proficiency in Microsoft Office suite and relevant systems for training, reporting, and administrative functions.
• Keen observational and analytical capabilities to evaluate workplace practices and formulate actionable recommendations on performance, grooming, compliance, and overall team engagement.
• Exceptional organizational and time-management abilities to juggle various priorities and deliver outcomes in a dynamic hospitality environment.
• Ability to analyze performance data and guest feedback to drive continuous service and operational improvements.
• Talent for inspiring, coaching, and fostering a positive learning culture that reinforces a dedication to service excellence.
• Proven experience building collaborative relationships with leaders and staff to meet training, quality, and guest satisfaction targets.

About Hilton

Hilton is renowned worldwide for its exceptional guest experiences and outstanding workplace culture. Embracing a mission to spread warmth and hospitality globally, Hilton has served billions of guests through its distinguished portfolio of brands. Recognized repeatedly as a World's Best Workplace, Hilton fosters a supportive and dynamic environment for career growth and professional development, making it a premier employer in the hospitality sector.