Training and Quality Manager (Saudi only)

Kempinski; Al Khobar; On-site; SAR 180,000 - 280,000; Full time

Job summary

Kempinski in Al Khobar, Saudi Arabia, is seeking a Training and Quality Manager to lead the annual training plan, ensure brand standards, and analyze guest feedback. The role demands strong leadership, budget oversight, and collaboration with department heads to drive service excellence.

The successful candidate will oversee quality assurance, audits, and continuous improvement initiatives, ensuring exceptional guest experiences in a luxury setting.

Qualifications

• Minimum of five years of hospitality experience with supervisory or managerial responsibility.
• Experience in training and quality assurance in a luxury hotel, including audits and brand standards.
• Experience analyzing guest feedback, managing corrective actions and evaluating training effectiveness.

Responsibilities

• Develop and implement the annual training plan based on operational needs, audit findings and guest feedback.
• Deliver orientation, service culture and skills training; coach departmental trainers and maintain training records.
• Coordinate internal quality audits and brand assessments, monitor service standards and report findings to management.
• Analyse guest satisfaction results and recurring complaints; agree corrective actions with department heads and track completion.
• Lead quality improvement meetings and verify that corrective actions improve the guest experience.
• Monitor training participation, learning outcomes and quality indicators; provide regular reports and manage the training budget.

Skills

Training needs analysis

Quality assurance & audits

Guest feedback analysis

Stakeholder communication

Tools

Excel

PowerPoint

LMS

Feedback platforms

Job description

Training and Quality Manager (Saudi only)

Department: Human Resources & Training

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Al Khobar

Description

To fill this position the candidate must have:

• Training needs analysis, annual training planning and programme delivery
• Quality assurance, service audits and brand standards compliance
• Guest feedback analysis, root cause analysis and continuous improvement
• Stakeholder communication, presentation skills and budget management

Key Responsibilities

RESPONSIBILITIES:

• Develop and implement the annual training plan based on operational needs, audit findings and guest feedback.
• Deliver orientation, service culture and skills training; coach departmental trainers and maintain training records.
• Coordinate internal quality audits and brand assessments, monitor service standards and report findings to management.
• Analyse guest satisfaction results and recurring complaints; agree corrective actions with department heads and track completion.
• Lead quality improvement meetings and verify that corrective actions improve the guest experience.
• Monitor training participation, learning outcomes and quality indicators; provide regular reports and manage the training budget.

Skills, Knowledge and Expertise

• A minimum of five (5) years of hospitality experience, including a supervisory or managerial role.
• Experience in training and quality assurance within a luxury hotel, including service audits and brand standards.
• Experience analyzing guest feedback, managing corrective action plans and evaluating training effectiveness.

TECHNICAL COMPETENCIES: Tools and methods for quality assurance and training:

• Proficient in Microsoft Office, including Excel reporting and PowerPoint
• Ability to use learning management systems and guest feedback platforms
• Ability to design training programmes, audit checklists and quality performance reports