Manager, Quality & Training (Hospitality)

SCOPE OF WORK

Manager, Quality & Training (Hospitality) is a dynamic, results-driven leader who champions quality assurance and staff development initiatives to exceed guest expectations at Hoiana Hotels. This role ensures alignment with Hoiana's & Rosewood brand standards and operational excellence through rigorous quality management and tailored training programs.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Drive guest satisfaction and improve key quality metrics such as TrustYou, Forbes, and internal performance measures.
• Leverage customer satisfaction and dissatisfaction analytics to identify systemic and departmental capability gaps, and lead cross-functional alignment with Department Heads to implement effective departmental training, on-the-job development, and immediate on-the-spot training actions, ensuring measurable improvement in service performance.
• Develop, implement, and regularly update training modules to enhance team skills across all departments, focusing on delivering exceptional service excellence.
• Lead quality audits and compliance checks to uphold Hoiana's standards and local regulatory requirements.
• Collaborate cross-departmentally to promote a culture of accountability, teamwork, and continuous improvement.
• Identify systemic operational issues, root causes, and develop long-term corrective action plans.
• Analyze customer feedback and performance data, report insights to senior management with actionable recommendations.
• Monitor, respond to, and delegate actions on all guest reviews and comments promptly.
• Assist in the development, maintenance, and timely update of departmental training manuals, ensuring alignment with current policies and standards.
• Maintain strong knowledge of all hotel operational departments and their functions to drive cohesive quality and training strategies.
• Attend internal and external training sessions to continuously enhance professional knowledge and skills.

• Professional and multicultural working environment
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
• Big-scale project in central Vietnam
• Career Development Opportunity

• Bachelor’s degree in hospitality management, Human Resources, or related field.
• Excellent command of written and spoken English with strong communication and problem-solving abilities.
• Proven experience as a Quality Manager, Training Manager, or similar role within luxury resort or hospitality operations.
• In-depth knowledge of quality management systems, adult learning principles, and training methodologies.
• Strong leadership and interpersonal skills to influence and motivate staff at all levels.
• Proficient in data analysis, training software/tools, and operational systems.
• Ability to work independently in a fast-paced, high-pressure environment.