Training and Quality Manager

Job Summary

This role supports the company's core values and vision by overseeing and ensuring that all employee training and development efforts are strategically aligned with the organization's mission. Collaborating with leadership, the manager identifies development needs and implements effective training programs aimed at enhancing product knowledge, service quality, company philosophy comprehension, and leadership capabilities. The position reports to the Director of Human Resources and has a dotted line to the General Manager.

Key Responsibilities

• Promote and communicate available training programs to employees.
• Exemplify outstanding guest hospitality and foster a positive customer service environment.
• Assist employees in identifying behaviors that contribute to excellent service.
• Ensure continuous training to align employee understanding with guest expectations.
• Apply effective training techniques to instill guest satisfaction skills.
• Regularly engage with the training team to support training initiatives.
• Observe and provide constructive feedback on service behaviors.
• Track training enrollment and attendance; follow up with participants to address progression and concerns.
• Collaborate with operational leaders to assess employee technical and leadership skill application.
• Analyze guest feedback and satisfaction data to highlight areas for enhancement.
• Measure the practical transfer of training knowledge within operations.
• Incorporate adult learning principles into training programs.
• Align all training initiatives with organizational goals and vision.
• Identify performance gaps and implement targeted training to improve outcomes.
• Adjust training methods or retrain employees as needed.
• Develop training that directly influences key business performance indicators.
• Set clear expectations and guidelines for employees through training.
• Embed brand values throughout all training and development activities.
• Include guest satisfaction as a focus in departmental meetings to drive continuous improvement.
• Contribute to training budget development and manage expenses aligned with organizational financial goals.
• Take full ownership of the hotel's Quality Assurance (QA) framework, ensuring consistent adherence to Marriott brand standards.
• Lead and coordinate brand standard, internal, and third-party audits; monitor findings and drive corrective measures.
• Develop and execute quality improvement plans to elevate guest satisfaction and operational performance.
• Serve as the brand standards expert and maintain audit readiness across departments.
• Analyze guest feedback platforms such as Guest Voice and Medallia to identify service improvement opportunities.
• Partner with department heads to cultivate a culture of quality, accountability, and continuous improvement.
• Ensure policies and standard operating procedures are up-to-date, well communicated, and followed.
• Conduct regular quality walkthroughs and spot checks in all service and guest areas.
• Promote training and awareness of quality standards and guest service excellence among associates.
• Prepare leadership reports detailing audit results, action plans, and improvements.
• Maintain readiness for external inspections while upholding high service and facility standards.
• Foster a guest-centric culture ensuring timely issue resolution and consistent application of service recovery protocols.

Candidate Profile

Education and Experience: A bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or a related field is required. Candidates should be certified trainers with demonstrable experience implementing Marriott training programs and total quality management initiatives.

Company Philosophy

The organization values a diverse and inclusive workplace, celebrating the unique backgrounds and talents of associates. Commitment to equal opportunity employment and non-discrimination is paramount. The Westin brand emphasizes wellness, encouraging associates to maintain their well-being and embody the brand's optimistic, adventurous, and passionate culture.