Franchise Hotel - Training & Quality Executive

InterContinental Hotels Group; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading hospitality group in Dubai seeks a Training and Quality Executive to support learning and service excellence. This role involves identifying training needs, coordinating onboarding, and monitoring quality standards to ensure top-notch guest experiences. Ideal candidates will have at least 2 years of relevant experience, strong communication, and analytical skills, along with a degree in Hospitality or HR.

Benefits

Competitive salary

Diverse benefits

Inclusive workplace culture

Qualifications

• Minimum 2 years of experience in a learning, training, or quality assurance role, preferably in a luxury hotel.
• Strong presentation, facilitation, and communication skills.
• Detail-oriented, analytical, and organized.
• Proficient in Microsoft Office; experience with LMS platforms and feedback tools is a plus.
• Fluent in English; additional languages are advantageous.

Responsibilities

• Assist in identifying training needs across departments through audits and feedback.
• Coordinate and deliver onboarding programs for new joiners.
• Conduct regular quality checks and audits.
• Monitor guest feedback platforms to improve service scores.
• Follow up on guest complaints and service recovery cases.

Skills

Training coordination

Quality assurance

Communication skills

Analytical skills

Presentation skills

Education

Degree or diploma in Hospitality or HR

Tools

Microsoft Office

LMS platforms

Job description

Vignette Collection is a diverse group of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel. We’ve created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better. Our hotels are unique in their own right, with their own distinct outlook and story to tell.

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts’ prestigious Vignette Collection, is set to redefine luxury as the world’s tallest hotel. The First Group’s flagship development featuring 1,004 elegantly designed guestrooms, 8 dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia. This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality

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.

As a Training and Quality Executive, you will be responsible for supporting the delivery of learning and service excellence across the hotel. You will coordinate training initiatives, assess operational quality standards, and help embed a culture of continuous improvement, ensuring all team members deliver a world-class guest experience befitting the world’s tallest hotel.

Responsibilities

Training & Development

• Assist in identifying training needs across departments through audits, feedback, and performance data.
• Coordinate and deliver onboarding programs for new joiners.
• Support the execution of brand, service, and soft skills training workshops.
• Maintain accurate training records and compliance tracking.
• Evaluate training effectiveness through feedback and performance assessments.

Quality & Service Standards

• Conduct regular quality checks, audits, and mystery guest simulations in line with LQA/Forbes standards.
• Monitor guest feedback platforms (e.g., TrustYou, ReviewPro) and collaborate with department heads to improve service scores.
• Follow up on guest complaints and service recovery cases to identify training gaps.
• Assist in creating and updating SOPs and service standards in collaboration with operational leaders.
• Promote a guest-centric culture by championing best practices and recognizing service excellence.

Qualifications

• Minimum 2 years of experience in a learning, training, or quality assurance role, preferably in a luxury hotel.
• Degree or diploma in Hospitality, HR, or a related field.
• Strong presentation, facilitation, and communication skills.
• Detail-oriented, analytical, and organized.
• Energetic, positive, and passionate about people development and service excellence.
• Proficient in Microsoft Office; experience with LMS platforms and guest feedback tools is a plus.
• Fluent in English; additional languages are advantageous.

Benefits

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you’ll become part of our hotel family.