Luxury Guest Experience & Training Lead

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

Job summary

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

In this newly created role, you will split mornings between training and on-floor coaching, lead QA and brand standards, develop onboarding, and present audit results to the executive committee, driving Parker's service philosophy forward.

Qualifications

• 3–5 years in training, quality assurance, or guest experience leadership within a five-star luxury hotel or resort
• Hands-on experience with at least one luxury standards framework (LQA, Forbes Travel Guide, or a major luxury brand's standards)
• Ability to prepare a property for external inspections and audits, with corrective action follow-up
• Operational exposure in a guest-facing department (front office, F&B, or spa) is highly preferred

Responsibilities

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

Education

Bachelor's degree in hospitality management

Quality or training certification

Job description

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

In this newly created role, you will split mornings between training and on-floor coaching, lead QA and brand standards, develop onboarding, and present audit results to the executive committee, driving Parker's service philosophy forward.