Job Description

Roles & Responsibilities

The Training & Quality Manager is responsible for successfully onboarding, skill, and training the hotel team through well designed and operationally viable blended learning solutions and ensure that every corporate training initiative has been successfully implemented and each hotel employee is to developed in both skills and competencies to deliver a consistent beautiful performance that creates a signature differentiation for our brand in the luxury hotel segment, includes ensuring optimal communication between management, all administrative and operational departments. Quality assurance and enhancement according to Kempinski standards and hotel-specific standards. Analyse training needs and training effectiveness. Plan, design and deliver training programmes. Devise a training marketing strategy, which is evident both at the back of house and reflected in campaigns or initiatives to address training topics/themes accordingly. Establish and foster relationships and partnerships with external suppliers, training providers, and legal and safety entities. Establish a training network according to Kempinski standards, including spending time in operations to foster this network. Coach and train managers and Departmental Trainers to improve departmental performance. Organise and supervise Kempinski DNA and brand immersion activities. Continuously seek and support new approaches, practices and processes to improve the efficiency of the training services offered. Train and develop Training team members. Identify potential training talent and propose & foster Master Trainer candidates. In absence of a Training Coordinator, ensure that the responsibilities are fulfilled. Lead by example and promote Kempinski s core values. Promote and implement Kempinski Corporate Training policies and procedures. Quality Management: Daily processing of guest feedback on GSS, Review Pro, care/Compliment entries and direct correspondence in cooperation with all administrative and operational departments, including resubmission and ongoing guest correspondence. Implementation of individual quality measurements and guest surveys. Send daily updates about the current status of quality ranking on all channels internally. Analysis of the causes of guest dissatisfaction in cooperation with the responsible department managers. Implementation of improvement processes in cooperation with the responsible department managers. Implementation and sustainable continuation of Lobster Ops in cooperation with the training department. Establishment and maintenance of a sustainable quality management system, including statistical analysis and analysis with solutions. Implementation of a regular quality meeting structure with the creation, implementation and adherence to quality action plans. Creation and communication of a monthly quality snapshot for the 5th of a month - based on the measured results of: - GSS and Review Pro Feedback MTD & YTD, Care statistics, naming the top 3 weaknesses at the hotel level including measures, taking into account positive feedback on employees, communication and DNA stories. Significant promotion of the Care & Compliment culture, exhorting deviations with the support of the Executive Committee where necessary. Participation in internal meetings, referring to the quality management. Accompanying and implementing all Kempinski Guest Experience initiatives. Form control of the local policy & procedure structure as well as regular update management. Control the implementation of all Kempinski Policies, Procedures & Standards with feedback to the Executive Committee. Creation of a guest intelligence program and control of execution. Daily hotel inspection to check quality standards in Front of House and Back of House areas. Regular quality checks in cooperation with Lobster Ops. Best practice exchange with other Kempinski hotels. Active participation in HOD and Direct Line Meeting.

Desired Candidate Profile

• Bachelors or similar degree from an accredited college or university with major work in Tourism/Hotel Management or Education.
• One year in a similar position within a luxury brand.
• Ability to work and communicate in a multinational environment.
• Administration skills.
• Planning and organizational skills.
• Verbal and written communication skills.
• Presentation skills.
• Customer service skills.
• Budgeting experience.
• Team leadership skills.