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Quality & Training Manager

Wyndham Dubai Deira is now seeking a Quality & Training Manager to join our team in Dubai, United Arab Emirates

SUMMARY

The Quality & Training Manager will contribute to the performance of the hotel by managing and leading the Learning and Development function. Support the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs to all team members, to improve and maintain job performance, to ensure that all team members are meeting the company standards. He / She will conduct training needs analysis and implement action plans to address training needs; coordinate department trainers to deliver Wyndham Hotels & Resorts (WH&R) training; oversee and support skills and standards training; conduct Management Development Modules.

KEY RESPONSIBILITIES

Quality Assurance

• Conducts monthly audit to ensure compliance with company and brand standards.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Facilitates process improvement teams, assuring use of the systematic processes and improvement is achievable and measurable.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Managing Guest Experience and reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Be present at key service delivery points to asses and audit service standards – conduct spot training and support function heads with a clear understanding of challenges and opportunities
• Assists with Waste Management system and audits compliance of Employees in the daily operation.
• Assists with regional and/or company-wide implementation of company best practices.

Admin

• Prepare and submit required reports in a timely manner.
• Stock management of training materials and supplies to ensure adequate items are available to conduct training.
• Preparation of participant materials for all training interventions.
• Prepare and Issue pre and post training communication.
• Provide tracking of attending on required courses.
• Regular meeting with Key Stakeholders to share updates and discuss any challenges and successes.
• Minimum monthly department trainers meeting
• Maintain communications with Regional Learning and Development Manager.

Compliance

• Ensure all Team Members complete the WH&R mandatory training requirements.
• Monitor the service standards by position and ensure compliance for all new Team Members.
• Become certified in all Wyndham standard training programs.

Evaluation/ROI

• Evaluate department trainers’ performance and support to ensure a consistent level of quality in delivery.
• Create, collate and analyze pre and post training evaluations.
• Analyze output from performance reviews.
• Ensure the hotel training plan is in-line with hotels strategic priorities.

Personal Development

• Maintain professional team member memberships, attend industry conferences, and network within the industry to develop training management skills.
• Participate in some form of on job development, eg. Stretch assignment, cross exposure, task force, project.

Program Planning

• Design and conduct an annual training needs assessment to determine the hotel’s priorities.
• Schedule regional workshops and other training to ensure all Team Members receive required training.
• Control training expenses and manage expenditures to meet the hotel’s needs while remaining within budget guidelines.
• Utilize outside vendors and industry resources to meet the property’s training needs, within budget guidelines.
• Coordinate and support hotel trainings and scheduling training.

SKILLS & COMPETENCIES

• Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.
• Business Acumen – understands the core business in relation to the role and function
• Count on Me – relates to people appropriately and effectively
• Team Development – supports and encourages a climate where people want to succeed
• Building Organisational Talent – is a people builder
• Building Trust – is widely trusted and seen as a direct, truthful individual

EXPERIENCE, CERTIFICATION & EDUCATION

• Good presentation skills
• Fluency verbal and written English is essential
• IT literacy and the use of online tools is essential
• Strong analytical understanding
• Proficient in the use of Microsoft office programmes including Excel, Word and Powerpoint
• 2 years experience in Learning and Quality
• Hotel working experience in Learning and Development, Quality and Operations
• Understanding of the training cycle and learning environment
• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 22 brands strong across 9,000 hotels in more than 95 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Registry Collection Hotels, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Alltra, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 9,000 team members worldwide.

Employment Disclaimer

In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving only as the recruiter and will not be my actual employer.