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 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. • 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