Training & Quality Manager

About the role

The Training & Quality Manager will partner with property leadership to align learning initiatives with Westin’s mission and vision. You will design, deliver, and evaluate training programs that enhance product knowledge, service standards, and leadership capabilities across the hotel.

Key responsibilities

• Administer and promote all employee training programs, ensuring visibility and participation.
• Conduct needs assessments, design curricula, and facilitate both custom and corporate training sessions.
• Monitor enrollment, attendance, and learner progress; gather feedback to measure ROI.
• Observe frontline service behaviors, provide coaching, and deliver performance feedback.
• Collaborate with operational leaders to verify that training translates into effective technical and leadership skills.
• Report to the Director of Human Resources with a dotted line to the General Manager.

Required profile

• Bachelor’s degree in Human Resources, Hospitality, Business Administration or a related field.
• Certified trainer with proven experience delivering Marriott training programs and applying Total Quality Management principles.
• Demonstrated ability to assess training needs and evaluate program effectiveness.

Required skills

• Adult learning principles
• Effective training methods
• Marriott training program implementation
• Needs assessments
• Total Quality Management
• Quality assurance practices