Quality & Training Specialist

POSITION SUMMARY

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organizations mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics including product knowledge company philosophy and customer service and leadership skills. Conducts needs assessments designs and develops training programs. Measures the effectiveness of training to ensure a return on investment.

CORE WORK ACTIVITIES

• Administering Employee Training Programs
• Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meets with training cadre on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Reviews comment cards guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.

Quality Assurance:

• Take full ownership of the hotelsQuality Assurance (QA) framework ensuring consistent compliance with Marriott brand standards and operating procedures across all departments.
• Lead and coordinateMarriott Brand Standard Audits (MiHealth) internal audits and third-party inspections; track findings drive corrective actions and ensure timely closure.
• Develop implement and monitorquality improvement plansto enhance guest satisfaction service consistency and operational excellence.
• Act as thesubject matter expert on brand standards ensuring departments are trained aligned and audit-ready at all times.
• Analyze guest feedback (e.g. Guest Voice Medallia reviews) and operational data to identify trends gaps and opportunities for service enhancement.
• Partner with department heads toembed quality culture accountability and continuous improvement practices at all levels.
• Overseepolicy and SOP compliance ensuring all procedures are updated communicated and adhered to in line with Marriott guidelines.
• Conduct regularquality walkthroughs and spot checksacross guest areas back-of-house and service touchpoints.
• Drivetraining and awareness programsfor associates on quality standards audit readiness and guest experience excellence.
• Prepare and presentquality performance reportsto leadership including audit scores action plans and improvement initiatives.
• Ensure readiness for external inspections where applicable maintaining high service and facility standards.
• Foster aguest-centric culture ensuring issues are proactively addressed and service recovery standards are consistently applied.