Director of Training & Quality

Kempinski Hotels; Dubai; On-site; AED 360,000 - 540,000; Full time

Job summary

Kempinski Hotels is seeking a Director of Training & Quality in Dubai. The role focuses on maintaining continuous improvement of quality standards, leveraging online/offline learning tools, and developing talent across the hotels to ensure exceptional guest service and profitability.

Responsibilities include designing training programs, coaching managers, tracking training effectiveness, and coordinating with EXCOM for development plans, while upholding Kempinski standards and brand policies.

Qualifications

• Bachelor's degree in Tourism/Hotel Management or Education.
• At least 1 year in a similar position within a luxury brand.

Responsibilities

• Establish a training network according to Kempinski standards and spend time in operations to foster this network.
• Analyse training needs and training effectiveness.
• Ensure all corporately developed Training BITES are implemented with hotel-specific policies and procedures.
• Develop and implement the Training BITE Library with Departmental Trainers.

Skills

Team leadership

Budgeting

Verbal & written comms

Planning & organization

Customer service

Presentation skills

Multinational communication

Administration

Education

Bachelor's degree in Tourism/Hotel Management or Education

Luxury brand experience (1 year)

Job description

Director of Training & Quality

Department: Human Resources & Training

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Description

Director of Training & Quality maintains the continuous improvement of quality standards, practices and scores in the Hotels as well as ensure that the hotel is using the "off-line" and "on-line" learning tools provided by Kempinski to ensure as a company we are developing and growing talent within the organization thus securing the hotels ability to deliver exceptional guest service and drive the profitability of the hotel for the owner.

Key Responsibilities

• Establish a training network according to Kempinski standard, including spending time in operations to foster this network.
• Analyse training needs and training effectiveness.
• Ensure that every department having corporately developed Training BITES have fully implemented these, and ensured they reflect all hotel specific policies and procedures
• Further develop the Training BITE Library by assisting individual Departmental Trainers in the writing and implementing hotel specific training BITES
• Embed all Kempinski training programs and training tools and comprehensively track their implementation to easily evaluate attendance of required participants.
• Plan, design and deliver training programmes.
• Devise a training marketing strategy, which is evident both at the back of house and reflected in campaigns or initiatives to address training topics/themes accordingly.
• Analyse the data on the e-learning platforms and utilize or market it to Management and Department Trainers to enhance learning performance.
• Coach and train managers and Departmental Trainers to improve departmental performance.
• Works with the General Manager to coordinate relevant learning for EXCOM and HODs as per their Individual Development Program.
• Organise and supervise Kempinski DNA and brand immersion activities.
• Continuously seek and support new approaches, practices and processes to improve the efficiency of the training services offered.
• Work together with department heads and analyse operational quality performance using the Kempinski Experience Assessment Tool (KEA) and ReviewPro; then based on the results provide remedial training solution.
• Train and develop Training team members.
• Complete Kempinski Experience Assessment (KEA) Checks as specified by the hotel management
• Identify potential training talent and propose & foster Master Trainer candidates.
• Ensure that the Kempinski Training Monthly report is correctly completed on a monthly basis and the results updated in the Regional Training Consolidation Report
• In absence of a Training Coordinator, ensure that the responsibilities are fulfilled.
• Lead by example and promote Kempinski's core values.
• Prepare the yearly Business Plan and Budget for the Training Department in line with all company Brand Standards together with the Heads of Department and ExCom team.
• Ensure that an objective Self Audit (using the Kempinski People Training Peer & Self Audit Tool) is completed at least once per year
• Promote and implement Kempinski Corporate Training policies and procedures.
• Establish and foster relationships and partnerships with external suppliers, training providers, and legal and safety entities.
• Understand and strictly adhere to the rules & regulations established in the employee handbook and to the hotel's policies on fire, hygiene, health & safety.
• Take the lead on stretch projects as assigned by the General Manager and/or Regional Training team
• Complete Peer audits as agreed with the General Manager and Regional Training team.
• Investigates caused of quality concerns and propose improvement solutions
• Conducts regular quality audits across all operation departments
• Analyzes the quality data; discuss them with the concerned department heads and the implementation of quality programs and initiatives.
• Creates /Shares the quality reports and action plans progress with the Hotel Manager and General Manager
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel

Skills, Knowledge and Expertise

• Bachelors or similar degree from an accredited college or university with major work in Tourism/Hotel Management or Education
• One year in a similar position within a luxury brand
• Ability to work and communicate in a multinational environment
• Administration skills
• Planning and organizational skills
• Verbal and written communication skills
• Presentation skills
• Customer service skills
• Budgeting experience
• Team leadership skills

About Kempinksi

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.