Cluster Training and Quality Executive - Hospitality

Overview

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Description

The Cluster Training and Quality Executive plays an active role in supporting the daily training and quality functions across The First Group Hospitality portfolio. This position is responsible for both coordinating and delivering training sessions, maintaining accurate training records, and supporting quality assurance efforts to uphold brand standards and enhance the guest experience across all properties.

• Coordinate, facilitate, and support various training programs across the cluster, including onboarding, brand standards, service culture, soft skills, and operational refreshers.
• Maintain an up-to-date training calendar and communicate schedules, reminders, and logistics to relevant departments.
• Prepare training materials such as presentations, attendance sheets, evaluation forms, and certificates.
• Track training completions and ensure accurate employee records are maintained in the system.
• Provide hands-on support during training sessions including room setup, materials distribution, and AV arrangements.
• Conduct regular meeting and refresher trainings and work with departmental trainers to strengthen on-the-job learning.
• Monitor compliance with mandatory learning modules (e.g., brand e-learning, health & safety).
• Assist with brand audits by preparing necessary documentation, facilitating walkthroughs, and coordinating audit-related communication and follow-up.
• Participate in internal service audits, mystery shopper checks, and quality inspections in line with brand expectations and internal standards.
• Support the collection and analysis of guest feedback from internal tools and online review platforms.
• Update quality performance trackers and support the preparation of summary and action reports for department heads and senior leadership.
• Follow up on corrective actions and gather updates to ensure consistent service improvement.
• Contribute to the creation of quality-focused communication materials, including recognition highlights, visual boards, and newsletters.
• Support the implementation and documentation of sustainability programs in line with The First Group’s environmental goals and Green Key standards.
• Assist in organizing sustainability awareness campaigns and training sessions on eco-friendly practices.
• Help monitor compliance with brand and company sustainability policies, and support departments in tracking key environmental metrics where required.

Desired Skill & Expertise

• 1–2 years of experience in hospitality operations, training, or administrative coordination.
• Experience in delivering training or group facilitation is an added advantage.
• Strong organizational and interpersonal skills with attention to detail.
• Comfortable working with Microsoft Office, particularly Excel, PowerPoint, and Word.
• Familiarity with e-learning platforms, guest feedback tools, or brand audit systems is a plus.
• A hospitality diploma or degree is preferred.
• Passionate about continuous learning, service excellence, and sustainability.