Luxury Guest Experience & Quality Training Lead

Parker Palm Springs; Palm Springs (CA); On-site; USD 70,000 - 80,000; Full time

Job summary

Parker Palm Springs seeks a Quality & Training Manager to safeguard and elevate the guest experience across the property, from Norma's terrace to the Palm Springs Yacht Club spa.

The role blends mornings in the training room with afternoons on the floor, coaching staff and presenting audit results to the executive committee. This is a culture role with a clipboard, focused on translating brand concepts into observable behavior that delights guests.

Qualifications

• Minimum 3–5 years in a training, QA, or guest experience leadership role in a five-star luxury hotel or resort.
• Experience with at least one luxury standards framework (LQA, Forbes Travel Guide, or comparable program).
• Experience preparing a property for external inspection or audit and leading corrective actions.
• Operational background in front office, F&B, or spa is strongly preferred.

Responsibilities

• Own the property's quality assurance program, including standards documentation, audit calendars, self-assessments, and inspection readiness.
• Conduct regular walkthroughs and mystery guest assessments across rooms, F&B, spa, and public spaces.
• Translate brand concepts into observable, teachable behavior and write standards.
• Track scores and report trends and corrective actions to leadership.
• Partner with department heads to maintain SOPs reflecting current brand positioning.

Skills

Quality assurance

Guest experience leadership

Training & development

Coaching

Public speaking

Education

Bachelor's degree in hospitality management

Forbes Travel Guide standards training

LQA Upfront certification

Train the Trainer certification

Job description

Parker Palm Springs seeks a Quality & Training Manager to safeguard and elevate the guest experience across the property, from Norma's terrace to the Palm Springs Yacht Club spa.

The role blends mornings in the training room with afternoons on the floor, coaching staff and presenting audit results to the executive committee. This is a culture role with a clipboard, focused on translating brand concepts into observable behavior that delights guests.