Quality and Training Manager in London, United Kingdom

Time to invest in your career!

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD’S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE – The Waldorf Hilton London is an iconic & historic London hotel built in the late 1800, located in Aldwych. The hotel features 298 Guest Rooms, including 19 suites. Blending Edwardian “Du Siecle” with modern comfort. Our hotel sits in the center of London’s glitzy theatre district, just a few minutes’ walk from Covent Garden, The Royal Opera House and Trafalgar Square.

Annual salary of £40,000.

A WORLD OF REWARDS

• Smart uniform provided and laundered
• Free and healthy meals when on duty
• Grow your Career !
• Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Team Member Referral Program
• High street discounts: with Perks at Work
• Holiday: 28 daysincluding bank holidays (increasing yearly to up to 33 days)
• Discounted dental and health cover
• Modern and inclusive Team Member’s areas

The job purpose of a Quality and Training Manager is to implement and maintain the brand’s standards and service levels across all departments. This includes developing and implementing comprehensive training calendars that align with Hilton’s service philosophy and standards. The Quality and Training Manager is responsible for conducting regular audits and inspections to ensure compliance with brand standards and identifying areas for improvement. They collaborate with Heads of Departments and Team Members to provide ongoing training and support, ensuring that all employees possess the necessary skills and knowledge to deliver exceptional service.

·Focuses on and analyses the guest-related Experience Scores, specifically Stay Scores, Service Quality Scores, %4-5 Star Reviews and Problem Resolution. Working with relevant HOD’s, AHOD’s and Supervisors on a regular basis to drive and improve performance through action plans, identification of root causes,and the generation of solutions / training to close service gaps.

·Deliver Make It Right Training across all hotel departments and support department HODs to drive a consistent and authentic Make It Right culture across the hotel.

·Meet with functional HODs each month to regularly review their departmental results and plan any bespoke training, focusing on further training needs.

·Deploy and Audit Grooming standards across the hotel.

·Supports HODs to drive an understanding and demonstration of Etiquette and Luxury service behaviors.

·Support the hotels strategic vision to build a culture of Inclusive Leadership that prioritises our Team.

·Organise yourself and your work load to ensure you are able to deliver excellent customer service and support to the senior team.

·Oversee the compliance of Brand Standards and Preparation of the hotels Quality Assurance Audit, including completing internal audits and developing corrective action plans working through HOD’s to attain maximum scores, as well asensuring that any waivers are requested, and reviewed when necessary.

·Follow-up with all hotel departments upon the completion of any and all various service, quality and guest service related audits to present and analyse results and then to ensure the creation and implementation of active and ongoing action plans where appropriate

·Auditor of Guest engagement tool usage for correct etiquette and service standards (Kipsu)

·Regular and ongoing audits of on-job service skills and behaviours

·Be aware of planned learning sessions, webinars and forums and attend as required.

·Be aware of the hotel standards, goals, objectives and performance.

·Carry out regular training needs analysis that focuses on Stay Experience Scores, Make it Right, Helpfulness of Staff, Guest Overall Experience, Staff Retention and GTMS.

·Working in conjunction with the Senior Management team to ensure the hotel builds the skills and capability to deliver the business agenda.

·Help to create and Promote and a hotel and department training calendar and learning opportunities i.e. Lead programs and Apprentices.

·Ensure a safe learning environment for team members.

·Report training outcomes and areas of focus on improvements.

·Support departmental heads to ensure that all Brand Compliant training is completed to 100% at all times in accordance with Quality Assurance visits.

·Assist HR Manager in delivering specific elements of:

New Hire Induction Training i.e Introduction to service skills, grooming standards and Hilton University.

·Guidance and support all in the hotel with training responsibilities.

·Play an active part in the Apprenticeship Scheme, monitoring progress, supporting line managers.

·Liaise with QA during the annual visit where required.

·Ownership of identifying necessary budget allocations to support hotel training needs..

·Work as part of the hotel team, interacting positively with your colleagues.

·Support your colleagues as and when required.

·Ensure your behavior respects the perspective, privacy, safety and security of your colleagues.

·Play an active role in talent management and succession planning

·Support the performance management cycle steps across the hotel, provide refresher training and coaching to line managers for career development planning.

SPECIFIC JOB KNOWLEDGE, SKILL, ABILITY and BEHAVIOUR REQUIREMENTS

The individual must possess the following knowledge, skills, abilities and behaviours and be able to perform the essential functions of the job, with or without reasonable accommodation.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.

PREFFERRED QUALIFICATIONS

·Learning and Development Qualification

·Experience of auditing service skills to successfully design and implement a learning and development agenda into the business to drive performance

·Exceptional service skills knowledge in a hotel environment

·Experience of identifying key capability gaps and building interventions and integrating into learning & development plan

·Flexible and comfortable with a changing learning agenda

·Creative and innovative – willing to share ideas

·Excellent relationship builder

·Strong customer focus

·Strong delivery focus

·Strong influencing skills

·A positive attitude and passion for providing exceptional guest service

·Evidence of a standards and quality focussed approach to their role

·High levels of enthusiasm, motivation and self-confidence

·The ability to manage own workload/self-starter

·Attention to detail and accuracy

·Excellent facilitation skills

·Strong decision making skills

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.

Find out more about all our brands and hotels – Hilton Brands vacanciesineu.com Global Hospitality Company

Job: Human Resources

Title: Quality and Training Manager

Location: null

Requisition ID: HOT0ADP4

EOE/AA/Disabled/Veterans