The Quality and Operational Training Executive supports the delivery of quality assurance, operational excellence and learning across the hotel cluster. The role is responsible for conducting quality audits, delivering standards-based operational training and on-the-job coaching, coordinating mandatory training across the hotels, and administering the MAPAL Learning Management System.

Key Responsabilities:

Quality, Standards and Audits

Conduct regular quality and standards audits

Support the planning and execution of internal quality audits across departments and properties
Assist in brand audits, mystery shopper programmes, and self-assessments
Compile audit findings, observations, and evidence into structured reports
Track corrective actions and follow up with departments on progress
Operational and Standards-Based Training

Deliver brand standards and SOP-related training sessions

Support on-the-job coaching and operational skill reinforcement
Conduct quality observations and provide structured feedback to teams
Support departments in implementing audit action plans
Assist in maintaining skills and competency visibility linked to operational standards
Operational Learning and Continuous Improvement

Identify development needs through quality audits, observations and operational performance

Design and deliver practical training, coaching and learning interventions to address identified gaps
Use audit findings, operational data and quality trends to shape training priorities and measure effectiveness
Work closely with Human Resources and Operations to ensure learning initiatives support business objectives and operational excellence
Digital Learning

Act as the Cluster Administrator for the MAPAL Learning Management System (LMS)

Manage the day-to-day administration of the platform, including colleague enrolments, user access, learning assignments and reporting
Support the implementation of new online learning content, learning pathways and digital learning initiatives
Maintain the integrity and accuracy of all learning records within the system
Produce regular learning reports and dashboards for hotel leadership and the HR team
Act as the first point of contact for colleagues and managers requiring support with the MAPAL platform
Mandatory Training and Compliance

Coordinate the completion of all mandatory training across the hotel cluster, ensuring compliance with company, brand and statutory requirements

Maintain the mandatory training matrix and ensure training requirements remain up to date
Monitor training completion rates and proactively follow up with departments to ensure compliance deadlines are achieved
Work closely with Heads of Department and HR to schedule and coordinate mandatory training activities
Escalate overdue or non-compliant training to the relevant stakeholders where appropriate
Maintain accurate records and provide regular compliance reports to support internal audits and operational reviews
Collaboration and Stakeholder Management

Act as a trusted operational partner to hotel leadership teams

Ensure strong alignment between Quality, Human Resources, and Operations
Support cluster-wide initiatives and cross-hotel collaboration
Contribute to operational excellence projects and initiatives

Role Deliverables

Timely and accurate completion of quality audits and operational assessments
Consistent delivery of operational, standards-based and on-the-job training
Effective implementation and follow-up of quality improvement and audit action plans
High levels of mandatory training compliance across the hotel cluster
Accurate administration and reporting of the MAPAL Learning Management System
Reliable learning and compliance reporting to support operational decision-making
Strong operational support to hotel leadership teams, driving continuous improvement and brand standards

Desired Behaviours and Attributes

Highly organised, structured, and detail-oriented
Strong operational leadership and people management skills
Confident working across multiple hotels and priorities
Calm, pragmatic, and solutions-focused
Strong communication and stakeholder management capability
Commercially aware

Quality & Operational Training Executive

Job Description