Training And Quality Manager

Kleindienst Group; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

voco Monaco Dubai, part of Kleindienst Group, is seeking a Training and Quality Manager for the Hospitality Division to lead the hotel's learning and development strategy. The role focuses on designing, implementing, and continuously improving training aligned with IHG standards and brand values, to elevate guest experiences and employee engagement in Dubai.

Responsibilities cover TNA, onboarding, leadership development, compliance, LMS management, and collaboration with departments to ensure

Qualifications

• Bachelor's Degree in HR, Hospitality Management or Business or related field.
• Professional certification in Learning & Development, Training or Coaching is highly desirable.

Responsibilities

• Develop and implement the hotel's annual Learning & Development strategy.
• Establish a structured training framework covering all stages of the employee lifecycle.
• Create annual training calendars for operational, leadership, compliance and technical training.
• Identify organisational capability gaps and implement targeted development initiatives.
• Promote a culture of continuous learning, innovation and performance improvement.

Skills

Facilitation skills

Learning & Development

Coaching

Education

Bachelor's Degree in HR

Bachelor's Degree in Hospitality Management

Bachelor's Degree in Business

Job description

Training and Quality Manager for Hospitality Division

Location : voco Monaco Dubai, The World Islands, Dubai, UAE

Position Summary

voco Monaco Dubai is seeking an experienced, passionate and dynamic Training Manager to lead the hotel's learning and development function. This role is responsible for designing, implementing and continuously improving a comprehensive learning and development strategy that enhances employee capability, leadership effectiveness, service excellence and overall business performance.

The successful candidate will establish a structured training framework that supports operational excellence, ensures compliance with IHG brand standards, develops future leaders and creates a culture of continuous learning across all hotel departments.

The ideal candidate will have extensive hotel training experience within Dubai's hospitality sector, possess exceptional facilitation skills and demonstrate a proven ability to improve guest satisfaction and employee engagement through effective learning initiatives.

Key Responsibilities

• Develop and implement the hotel's annual Learning & Development strategy aligned with business objectives.
• Establish a structured training framework covering all stages of the employee lifecycle.
• Create annual training calendars for operational, leadership, compliance and technical training.
• Identify organisational capability gaps and implement targeted development initiatives.
• Promote a culture of continuous learning, innovation and performance improvement.

Training Needs Analysis

• Conduct comprehensive Training Needs Analysis (TNA) across all departments.
• Work closely with department heads to identify skill gaps and operational training requirements.
• Develop individual and departmental learning plans.
• Align training priorities with guest satisfaction results, quality audits and business objectives.

Orientation & Onboarding

• Design and facilitate engaging hotel orientation programmes for all new colleagues.
• Ensure every employee understands:
• IHG culture and values
• voco brand standards
• Hotel policies and procedures
• Service philosophy
• Guest experience expectations
• Health & Safety requirements
• Coordinate departmental onboarding programmes with department trainers.
• Monitor probationary learning progress.

Leadership Development

• Design leadership development programmes for supervisors, assistant managers and department heads.
• Coach managers on performance management and employee development.
• Deliver workshops on:
• Coaching skills
• Communication
• Leadership
• Conflict management
• Performance conversations
• Motivation
• Delegation
• Build succession planning and talent development programmes.

Brand & Service Excellence

• Ensure all colleagues consistently deliver the voco and IHG brand promise.
• Deliver service culture programmes focused on memorable guest experiences.
• Reinforce luxury hospitality behaviours throughout the hotel.
• Conduct mystery audits and service observations.
• Implement improvement plans based on guest feedback and quality audits.

Compliance Training

Coordinate and monitor mandatory training including:

• Health & Safety
• Food Safety
• HACCP
• Security Awareness
• Data Privacy
• Code of Conduct
• Anti-Harassment
• UAE Labour compliance
• Brand compliance requirements

Maintain complete and accurate training records.

Performance & Talent Development

• Support annual performance review processes.
• Develop career progression pathways.
• Support internal promotions through structured development programmes.

Training Administration

• Maintain the hotel's Learning Management System (LMS).
• Ensure all training records are accurate and current.
• Prepare monthly training reports.
• Monitor training attendance and completion rates.
• Develop and update training materials and manuals.

Stakeholder Collaboration

• Partner with department heads to ensure training supports operational priorities.
• Coach departmental trainers on effective facilitation techniques.
• Support HR initiatives including recruitment, engagement and retention.
• Liaise with IHG Learning & Development resources where applicable.
• Coordinate external training providers when required.

Candidate Profile

The ideal candidate is an energetic hospitality professional with a genuine passion for developing people and creating exceptional guest experiences through learning.

They are an engaging facilitator who inspires employees at every level, builds credibility with leaders and continuously seeks innovative ways to improve organisational capability.

Qualifications

• Bachelor's Degree in Human Resources, Hospitality Management, Business or related field.
• Professional certification in Learning & Development, Training or Coaching is highly desirable.

Experience

• Minimum 5 years' experience in Learning & Development within hotels.
• Minimum 3 years' experience in a Training Manager or Learning & Development Manager role.
• Previous experience working in Dubai hotels is essential.
• Experience within an IHG property or another international luxury hotel brand is highly desirable.
• Proven experience developing and delivering training programmes across all hotel departments.