Training & Quality Coordinator

Job description / Role

Overview
Over the past two decades, The First Group has forged a reputation as one of the hospitality industry's leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services .

Core to our vision for the future of hospitality is The First Collection , our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for. The First Collection's urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club , located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway.

The First Collection echoes the city's heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world's most exciting metropolis.

Job Description

Learning & Development

- Conduct all Training Needs Analysis for the Hotel - Establishing core competencies required for key positions and identify/develop training programs for all development needs.
- Establish and drive a high level of Leadership strength and competence through training/seminars/ resources.
- Establish a departmental trainer platform to drive effectiveness in the delivery of training programs and recommendation for improvement.
- Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities.
- Create a talent pool of high potentials within the business from the Annual Performance Appraisals.
- Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals.
- Develop a network with other L&D professionals to learn best practices and establish game-changers to the business.
- Manage the day to day activities of the L&D function, ensuring proper documentation and compliance of mandatory training and assessments.
- Support and establish a learning culture within the hotel.

Quality Assurance

- Review and analyze hotel guest feedback through various platforms on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
- Participate in the daily Operations meeting.
- Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis - monitor improvements and communicate progress).
- Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience.
- Develop and conduct service quality and brand standards audits.
- Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.
- Lead and support departments in the annual quality evaluation audit.
- Takes necessary actions post quality evaluation audit and guest experience evaluation.

- At least 3 years of experience working in a similar role within the hospitality industry.
- You should be enthusiastic, spontaneous, & emphatic.
- Strong interpersonal skills and excellent command of written and spoken English.
- Should be result-oriented and self-motivated along with a positive attitude.
- Able to think laterally and display a high level of integrity.
- Able to impact and influence others.
- Strong team player, enthusiastic and flexible.

About the Company

The First Group is a British-owned international property development company based in Dubai. The focus is on delivering innovative overseas property developments and solutions to meet the demands of the international property investment market.

As an emerging property market specialist and one of the region\\'s leading independent serviced residential and commercial building developers, The First Group prides itself on offering clients quality off-plan developments, unrivalled services and pioneering products for the finest investment opportunities in Dubai and the Northern Emirates.

With over 20 years\\' experience in the international property market and unparalleled commitment to excellence in all areas, including construction, design, finish and service, choosing to invest with The First Group offers a reliable and secure investment in one of the world\\'s most lucrative property markets.