Quality & Training Manager — Forbes/Hyatt Excellence

Hospitaliti; Myrtle Beach (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

Grand Hyatt Grand Cayman Resort & Spa is seeking a Quality & Training Manager to elevate service excellence across all departments. You will develop, implement, and sustain quality assurance programs aligned with Hyatt brand standards and Forbes Five-Star criteria, while fostering a culture of professionalism and guest-centric service.

The role requires hands-on training design, cross-department collaboration, data-driven improvement, and leadership of onboarding to sustain peak performance

Qualifications

• Minimum 2 years’ management experience in quality & training within a luxury property.
• Strong knowledge of Forbes standards and luxury service evaluation criteria.
• Proven ability to analyze data, identify trends, and drive improvements.

Responsibilities

• Lead resort-wide quality initiatives to achieve Forbes standards across all departments.
• Conduct regular quality audits, service evaluations, and mystery shopper reviews to identify improvement opportunities.
• Review guest feedback from HySat, Tripadvisor and other platforms to identify trends and drive corrective action.
• Create dashboards and reports to track key quality metrics and communicate insights to leadership.

Skills

Quality management

Training leadership

Forbes standards

Data analysis

Tools

Opera PMS

HySat

iAuditor

Excel

PowerPoint

Job description

Grand Hyatt Grand Cayman Resort & Spa is seeking a Quality & Training Manager to elevate service excellence across all departments. You will develop, implement, and sustain quality assurance programs aligned with Hyatt brand standards and Forbes Five-Star criteria, while fostering a culture of professionalism and guest-centric service.

The role requires hands-on training design, cross-department collaboration, data-driven improvement, and leadership of onboarding to sustain peak performance