Quality & Training Manager

Key Responsibilities

Quality & Service Excellence

• Lead resort-wide quality initiatives to achieve and sustain Forbes Five-Star and Hyatt brand standards across all operational departments.
• Conduct regular quality audits, service evaluations, and mystery shopper reviews to identify improvement opportunities.
• Review and analyze guest feedback from HySat, Tripadvisor and other online platforms to identify trends and drive corrective action.
• Create clear dashboards and reports to track key quality metrics and communicate performance insights to leadership and department heads.
• Facilitate process improvement workshops ensuring initiatives are measurable, sustainable, and guest-focused.
• Promote and embed the “Element of Luxury” across all guest touchpoints to ensure consistency, personalization, and emotional connection.

Training & Development

• Design and deliver onboarding programs that immerse new colleagues in Hyatt culture, brand standards, and service excellence expectations.
• Lead continuous training programs focused on service etiquettes, guest satisfaction, service recovery and operational excellence.
• Partner with department leaders to conduct training needs assessments and implement tailored development plans.
• Facilitate classroom training sessions, workshops, and coaching programs across Front Office, Housekeeping, Spa, Food & Beverage, Pool & Beach and other operational areas.
• Support leadership development initiatives and foster a coaching culture across the property.

Guest Experience & Feedback Management

• Analyze guest satisfaction data and operational KPIs to drive service enhancements.
• Ensure timely and effective follow-up on guest concerns and service recovery opportunities.
• Work closely with the Rooms, F&B, Spa, and Engineering teams to ensure seamless cross-departmental guest experiences.
• Champion a culture of accountability and performance ownership across all departments.