Rooms Training Manager

Training Strategy & Execution

• Design and implement structured Rooms training programs, including onboarding, service standards, product knowledge, systems usage, and guest experience excellence.
• Align all training initiatives with brand standards, operational priorities, and commercial objectives.
• Conduct a blend of on-the-job training, classroom sessions, and coaching interventions to support learning retention and application.

Business Impact & Performance

• Drive measurable improvements in guest satisfaction scores, service quality, and upselling performance through targeted training initiatives.
• Analyse operational performance and identify skill gaps to recommend and implement training solutions.
• Support Rooms leadership in improving overall departmental performance through capability development.

Learning Culture & Team Development

• Foster a strong service culture by embedding brand values, storytelling, and guest engagement principles into all training activities.
• Provide ongoing coaching and performance feedback to team members and supervisors.
• Develop structured learning pathways for supervisory and future leadership roles.
• Identify high-potential talent in the Rooms departments and support succession planning in collaboration with People Development and People & Culture.

Training Governance & Compliance

• Ensure all team members comply with hygiene, grooming, and service standards requirements.
• Maintain full compliance with local regulations and brand audit standards; ensure continuous audit readiness.
• Deliver mandatory training programs and track completion across all Rooms team members.

Content Development & Continuous Improvement

• Develop, update, and standardize training materials, SOPs, manuals, and checklists in collaboration with Rooms leadership.
• Continuously review and enhance training effectiveness based on feedback, audits, and evolving business needs.
• Implement modern learning approaches, including blended learning and digital training tools where applicable.

Monitoring, Reporting & Analytics

• Track and report on key training metrics, including training hours, participation, assessment results, and completion rates.
• Measure training effectiveness through post-training performance, guest feedback, and operational KPIs.
• Prepare monthly training reports highlighting progress, impact, and areas for improvement.
• Maintain accurate training records, attendance logs, and development tracking for all team members.

Desired Candidate Profile

• Diploma or degree in Hospitality Management, Learning & Development, or a related field.
• Minimum 5 7 years experience in hotel Rooms operations and/or Learning & Development.
• Proven experience in delivering training within a hospitality environment.
• Strong understanding of service standards, guest experience, and Rooms operations.
• Excellent communication and interpersonal skills.
• Strong coaching, mentoring, and facilitation capabilities.
• High attention to detail and commitment to service excellence.
• Strong organizational and time-management skills.
• Analytical mindset with the ability to translate training into measurable performance outcomes.
• Proficient in MS Office and familiar with learning management systems (LMS) is an advantage.
• Professional level of English required; additional languages are a plus.