Operation Training Specialist/Manager

4 days ago

Bang Rak, Bangkok, Thailand TCC Land Commercial Co., Ltd. Full time

Operation Training Specialist/Manager is responsible for defining, implementing, and maintaining the highest levels of service quality, operational consistency, and guest experience across all properties within a hotel group. This role ensures that every guest interaction aligns with the brand's promise while driving efficiency and excellence in service delivery.

Key Roles & Responsibilities:

1. Standards Development & Implementation


•       Establish global service standards (SOPs) for all guest-facing and back-of-house operations (Front Office, Housekeeping, F&B, Concierge, Spa, etc.).


•       Create brand-specific service protocols (e.g., luxury vs. budget hotel service expectations).


•       Ensure local cultural adaptation of standards without compromising brand integrity.

2. Quality Assurance & Compliance


•       Conduct regular property audits (mystery shopping, internal inspections) to assess adherence to standards.


•       Develop corrective action plans for underperforming departments/hotels.


•       Monitor compliance with hospitality standards.

3. Training & Certification Programs


•       Design corporate training modules for service excellence (e.g., emotional intelligence, anticipatory service).


•       Implement certification programs (e.g., "Brand Ambassador" for top-performing staff).


•       Partner with L&D (Learning and Development) teams to roll out e-learning platforms for scalable training.

4. Guest Experience Enhancement


•       Analyze guest feedback (NPS, surveys, online reviews) to identify service gaps.


•       Introduce signature service moments (e.g., personalized welcome rituals, turndown innovations).


•       Standardize service recovery protocols to handle complaints effectively.

Skills & Qualifications

· Education: Degree in Hospitality Management, Business Administration, or Quality Assurance.

· Technical Skills: SOP documentation tools

CRM (Salesforce, Opera PMS)

Data analytics

· Soft Skills: Obsessive attention to detail

Cross-cultural communication

Influencing without authority

Any interesting candidates, please send your updated CV to wisanee.-

"Only shortlisted candidates will be contacted"

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