Luxury Hospitality Trainer and Quality Assurance Expert

11 hours ago


Kelso, Scottish Borders, United Kingdom SCHLOSS Roxburghe Full time

SCHLOSS Roxburghe seeks a highly motivated Luxury Hospitality Trainer and Quality Assurance Expert to join their team. This is an exciting opportunity for someone looking to make a significant impact in the luxury hospitality industry.

The ideal candidate will have a passion for training and improving employee skills and knowledge. They will be responsible for creating, developing, and implementing training strategies and programs across the hotel to enhance the understanding and skills of employees.

Key Responsibilities:

  • Develop and implement training programs to ensure consistency of luxury hotel standards in every aspect of the guest experience.
  • Evaluate, update, and align SOP's and standards across departments to ensure a consistent standard of service is delivered to guests.
  • Create and facilitate specific in-house training courses i.e. customer service, complaint handling, as well as organise and coordinate all external training courses.
  • Maintain a presence on the operational floor to observe and ensure standards are being delivered to guests required.
  • Review all guest feedback and Medallia guest satisfaction scores to identify any quality assurance issues and follow up on key areas that require either refresher or further training.
  • Coordinate and conduct in-house audits to ensure standards are being met.
  • Working with Heads of Department's you will ensure mandatory H&S training is completed by all new and existing colleagues, including any regular refresher trainings.
  • You will identify key training goals and opportunities to enhance quality standards in all areas of the hotel.

About SCHLOSS Roxburghe

SCHLOSS Roxburghe is a luxury hotel and estate located in Scotland. The hotel offers luxurious accommodations, fine dining, and exceptional service. As a member of the Hyatt Hotels Corporation, SCHLOSS Roxburghe has set high standards for itself and its staff.

Salary:

The estimated salary for this position is £45,000 - £60,000 per annum, depending on experience.

Benefits:

  • 30 days paid holiday after 1 year of service
  • 50% discount on food & beverage
  • 30% discount in our Pro ShoP
  • Free meals whilst on shift
  • Free golf membership
  • Free on-site parking
  • Recommend a friend scheme
  • Gym membership discount
  • Quarterly recognition programme
  • Hotel stay discounts with Hyatt Destination Hotels
  • Hotel stay discounts at our sister properties including Ibiza, Sardinia and New York
  • Access to exclusive perks, offers, and discounts on our colleague platform
  • LifeWorks employee assistance program
  • Access to wellbeing articles, podcasts, tools and resources

Requirements:

  • Proven experience in hotel operations within the luxury hospitality industry desirable.
  • Proven experience 2+ years of delivering training to operational teams.
  • Experience with Forbes standards and training desirable
  • Learning or coaching qualification desirable.
  • Ability to train, motivate, evaluate, and mentor colleagues to meet desired ends.
  • Experience providing support within an HR capacity desirable.
  • Proficient in administrative tools like MS Office Suite (Word, Excel, PowerPoint, etc.)


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