Luxury Reservations Training & Quality Lead

Jardine Service Centre; Mandaluyong; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

Jardine Service Centre Philippines is seeking a Training and Quality Manager to lead the design, implementation, and continuous improvement of training programs and QA processes for the centralized reservations migration. This role ensures that all customer service and operational standards are met and sustained throughout the transition.

You will drive coaching, data analysis, and calibration of quality metrics to support luxury service outcomes, while partnering with global trainers and brand

Qualifications

• Experience leading training delivery and QA in luxury hospitality or premium reservations.
• Design, write, and customize training playbooks and onboarding modules with brand teams.
• Establish call recording analysis, monitoring, and calibration practices.
• Deliver objective feedback to drive quality standards and staff development.
• Align with luxury service behaviors and premium customer experience ethics.
• Familiarity with CRS, PMS, and contact center tech; Genesys a bonus.

Responsibilities

• Lead design, implementation, and continuous improvement of training programs.
• Oversee quality assurance processes for centralized reservations migration.
• Partner with stakeholders to translate brand standards into training packs.
• Facilitate onboarding training for pilot reservation desk team.
• Map curricula to call types and reservation procedures for readiness.
• Lead coaching, feedback loops, and coaching-of-coaches sessions.
• Track and report quality metrics to Operations and Transition leads.
• Calibrate evaluation scores to maintain luxury service alignment.
• Identify gaps and design rapid-refresher modules to boost CX.

Skills

Training delivery

Quality assurance

Coaching

Call monitoring

Performance calibration

Data analysis

Tools

CRS

PMS

Genesys

Job description

Jardine Service Centre Philippines is seeking a Training and Quality Manager to lead the design, implementation, and continuous improvement of training programs and QA processes for the centralized reservations migration. This role ensures that all customer service and operational standards are met and sustained throughout the transition.

You will drive coaching, data analysis, and calibration of quality metrics to support luxury service outcomes, while partnering with global trainers and brand