Training & Quality Manager

Overview

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 stunning 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.

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 Training and Quality Manager plays a critical role in shaping the hotel’s service culture by driving impactful learning initiatives and ensuring operational excellence. In collaboration with operational HODs this position will set-up brand standards, identify service gaps and implement improvement strategies for elevating guest experience. This also includes planning and execution of training programs that support talent development and align with business goals under the guidance of the Group Director of Training and Hotel Managing Director.

• Lead onboarding and orientation sessions to seamlessly integrate new team members into the brand culture and expectations.
• Deliver core learning programs covering key areas such as service excellence, communication, compliance, and brand-specific standards.
• Partner with department heads to evaluate training needs and create targeted development plans across all functions.
• Maintain accurate, up-to-date records of all training activities, certifications, and compliance documentation.
• Assess the impact of training through structured evaluations, feedback, and performance tracking to ensure measurable improvements.
• Champion a culture of excellence by embedding quality standards into daily operations and promoting consistency in service delivery.
• Conduct routine audits and inspections to assess compliance with internal policies and brand requirements.
• Analyse guest feedback from multiple channels to identify trends, root causes, and opportunities for service enhancement.
• Lead the hotel’s service recovery and quality response strategies, ensuring swift resolution of complaints and implementation of preventive measures.
• Collaborate with operational teams to embed corrective actions and recognize high performers who embody service excellence.
• Ensure readiness for internal and external audits by overseeing documentation, process adherence, and follow-up actions.
• Foster an inclusive, growth-oriented learning environment that encourages continuous development and cross-functional collaboration.
• Contribute to leadership development, succession planning, and the creation of career pathways for high-potential talent.
• Act as an internal coach and advisor to supervisors and managers, supporting them in driving team performance and engagement.

Desired Skill & Expertise

• Bachelor’s degree in Hospitality Management, Human Resources, or related field.
• Minimum 3–5 years of experience in a training or quality leadership role within the hospitality industry.
• Excellent presentation, facilitation, and communication skills.
• Strong organizational and project management abilities.
• Knowledge of learning management systems (LMS) and guest feedback platforms.