Training & Quality Executive

Overview:
Comprising of The First Group's award-winning hotels and restaurants, The
First Collection is an innovative lifestyle brand offering exciting
hospitality services and unforgettable dining experiences.
The First Collection's portfolio of five operational hotels are renowned for
their world-class service and cutting-edge amenities designed to ease guests
into their stay. The First Collection at JVC opened in September ‎2021 and is
the first branded and managed hotel under the group. Grand Heights Hotel
Apartments, offers comfortable studios and one-bedroom apartments in the heart
of the city, and is owned and managed by The First Collection. Bringing to the
market a range of franchised properties, the group also manages TRYP by
Wyndham Dubai and Wyndham Dubai Marina, which are franchises of the Wyndham
Group. While Citadines Metro Central Dubai, offers hotel apartments in a prime
location and is a franchise of The Ascott Limited.

The First Collection's restaurants offer exceptional and original dining
experiences that focus on creating unique lifestyle-driven dining concepts
with a strong emphasis on quality and affordability. The rapidly growing
portfolio of restaurants, cafes and bars features a dynamic mix of homegrown
brands and recognised International franchises, including MasterChef, the TV
Experience - the world's first restaurant based on the global TV phenomenon.
With an emphasis on social dining, this exciting restaurant portfolio is
helping establish the collection of upscale and upper midscale hotels among
Dubai's hottest gastronomic and lifestyle destinations.

With ambitious growth plans in the years ahead , The First Collection will be
opening numerous upper scale hotels and a series of dining concepts throughout
Dubai.
Job Description:

Learning & Development
* Conduct all Training Needs Analysis for the Hotel - Establishing core competencies required for key positions and identify/develop training programs for all development needs
* Establish and drive a high level of Leadership strength and competence through training/seminars/ resources.
* Establish a departmental trainer platform to drive effectiveness in the delivery of training programs and recommendation for improvement.
* Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities.
* Create a talent pool of high potentials within the business from the Annual Performance Appraisals.
* Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals.
* Develop a network with other L&D professionals to learn best practices and establish game-changers to the business.
* Manage the day to day activities of the L&D function, ensuring proper documentation and compliance of mandatory training and assessments.
* Conduct Orientation for new joiners in the company with support from Cluster Training and Quality Manager and other department heads.
* Support and establish a learning culture within the hotel.
* Assist in preparing training forecast and managing the training budget.
* Generate training reports as per business requirements.
* Come up with focused training sessions to target any specific issues and tailor training programs as necessary.
* Maintain a keen understanding of training trends, developments and best practices in the hospitality industry.

Quality Assurance
* Review and analyze hotel guest feedback through various platforms on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
* Participate in the daily Operations meeting.
* Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis - monitor improvements and communicate progress).
* Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience.
* Develop and conduct service quality and brand standards audits.
* Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.
* Lead and support departments in the annual quality evaluation audit.
* Takes necessary actions post quality evaluation audit and guest experience evaluation.
Desired Skill & Expertise:
* Atleast ‎2 years of experience within a senior capacity in the Hotel Industry (‎5-star hotel preferable).
* Experienced in managing online training platforms.
* You should be enthusiastic, spontaneous, & emphatic.
* Strong interpersonal skills and excellent command of written and spoken English.
* Should be result-oriented and self-motivated along with a positive attitude.
* Able to think laterally and display a high level of integrity.
* Able to impact and influence others.
* Strong team player, enthusiastic and flexible.