Search 21,392 current hospitality jobs

Quality and Training Manager

posted September 28, 2017

Carillon Miami Wellness Resort
Miami Beach, FL
Carillon Miami Beach is a luxurious wellness destination and member of The Leading Hotels of The World. We are undergoing an ambitious development and improvement plan with the aim to be the most attractive five-star destination hotel in Miami.
412616 l

About This Job

I. Job Summary

The Quality & Training Manager is responsible for developing and delivering a service culture and the necessary training programs to educate all staff members on Leading Quality Assurance (LQA), AAA and Forbes standards for a luxury hospitality environment. Responsible for identifying and assessing hotel training needs through guest and employee feedback as well as the hotel’s overall performance. The Quality & Training Manager will instill a sense of pride in each staff member’s job performance to enhance the guest experience, maximize guest’s spend and create an intent to return to Carillon Miami Beach.

II. Essential Job Functions

  • Develop and deliver a Service Culture that is aligned with the vision and values of Carillon Miami Beach and that will guide the actions of every staff member while fostering growth and retention. 
  • Consults with management to provide growth and development needs analysis and methods to improve effectiveness. 
  • Analyses reports to determine areas where continuous improvement methods can be best utilized.
  • Creates measureable performance solutions and long-term development for all staff. Administer the training/learning function for LQA, AAA and Forbes standards and creates learning sessions to ensure service level for all departments is at a Forbes 5-star and AAA 5-diamond level such that when inspected the property achieves these recognition levels.
  • Design and implement effective training solutions to constantly improve service breakdowns, inefficiencies and productivity and to motivate and inspire staff to a higher level of service.
  • Select and monitor internal service culture trainers to deliver consistent onboarding and cross training plans and programs for new and existing associates
  • Develops, conducts and maintain records of hotel’s trainings to include but not limited to: orientation, anti-harassment, ethics, management development, health and safety, leadership and management skills etc. 
  • Monitors and conducts learning and development reviews with each department. Prepares annual training plans and oversee training calendars for the hotel. 
  • Partner with departments to deliver training programs and other organizational and leadership development interventions.
  • Manages the training budget. Work in tandem with the Marketing department to optimize our social media voice. 
  • Performs other work related duties as directed by the Director of Human Resources. 

III. Education, Experience and Skill Requirements

  • Minimum 5-year guest service experience required. 
  • Proven record of training in a hospitality industry with relations to cultural shift and/or enhancements is preferred.
  • Hospitality experience in a luxury hotel environment is required.
  • Must demonstrate a professional, efficient manner with the ability to work and interact with a variety of people.
  • Must be able to remain calm under stressful situations.
  • Must be able to develop and maintain satisfactory and effective relationships with all levels of management, and staff members. 
  • Bilingual strongly desired.
  • Six Sigma Certification strongly desired. 
  • High School Diploma or equivalent education.

Walk-In Interview Hours:

No Appointments Necessary.

Must submit application online prior to attending an interview.

Wednesdays,10am-12pm & Thursday, 2pm-4pm

Parking meters available, Valet parking will NOT be validated.


About This Employer

Carillon Miami Wellness Resort

6801 Collins Ave

Miami Beach, FL 33141

Telephone (305) 514-7000

150 Room Hotel

Managed by

Carillon is about wellness and balance. Here, the energy of the Atlantic sets the stage for guests to craft the type of vacation they want without ever having to leave the property. The 150 all-suite resort cradles guests in comfort and serenity, and nourishes body, mind, and soul through health-conscious dining options and Miami’s most comprehensive fitness and wellness programs.

Guests have all-included access to more than 40 group fitness classes, a two-story indoor rock wall, and daily wellness lectures, as well as complimentary use of the spa's healing Thermal Experiences.

Carillon does not impose any preconceived idea of what wellness should be, allowing guests to define their own experiences, which may include enjoying in craft cocktails, indulging in traditional food choices, or doing nothing at all. However guests spend their time at Carillon, they can expect the highest level of service and attention to detail.