Job Description

Training Strategy & Execution

Design and implement structured Rooms training programs, including onboarding, service standards, product knowledge, systems usage, and guest experience excellence.

Align all training initiatives with brand standards, operational priorities, and commercial objectives.

Conduct a blend of on-the-job training, classroom sessions, and coaching interventions to support learning retention and application.

Business Impact & Performance

Drive measurable improvements in guest satisfaction scores, service quality, and upselling performance through targeted training initiatives.

Analyse operational performance and identify skill gaps to recommend and implement training solutions.

Support Rooms leadership in improving overall departmental performance through capability development.

Learning Culture & Team Development

Foster a strong service culture by embedding brand values, storytelling, and guest engagement principles into all training activities.

Provide ongoing coaching and performance feedback to team members and supervisors.

Develop structured learning pathways for supervisory and future leadership roles.

Identify high-potential talent in the Rooms departments and support succession planning in collaboration with People Development and People & Culture.

Training Governance & Compliance

Ensure all team members comply with hygiene, grooming, and service standards requirements.

Maintain full compliance with local regulations and brand audit standards; ensure continuous audit readiness.

Deliver mandatory training programs and track completion across all Rooms team members.

Content Development & Continuous Improvement

Develop, update, and standardize training materials, SOPs, manuals, and checklists in collaboration with Rooms leadership.

Continuously review and enhance training effectiveness based on feedback, audits, and evolving business needs.

Implement modern learning approaches, including blended learning and digital training tools where applicable.

Monitoring, Reporting & Analytics

Track and report on key training metrics, including training hours, participation, assessment results, and completion rates.

Measure training effectiveness through post-training performance, guest feedback, and operational KPIs.

Prepare monthly training reports highlighting progress, impact, and areas for improvement.

Maintain accurate training records, attendance logs, and development tracking for all team members.

Qualifications

Qualifications & Experience

Diploma or degree in Hospitality Management, Learning & Development, or a related field.

Minimum 5–7 years’ experience in hotel Rooms operations and/or Learning & Development.

Proven experience in delivering training within a hospitality environment.

Strong understanding of service standards, guest experience, and Rooms operations.   

Skills & Competencies

Excellent communication and interpersonal skills.

Strong coaching, mentoring, and facilitation capabilities.

High attention to detail and commitment to service excellence.

Strong organizational and time-management skills.

Analytical mindset with the ability to translate training into measurable performance outcomes.

Proficient in MS Office and familiar with learning management systems (LMS) is an advantage.

Professional level of English required; additional languages are a plus.

Desired Candidate Profile