Training & Quality Manager | Quản lý Đào Tạo và Chất lượng

• Training & Development

Develop, implement, and oversee all training programs including onboarding, service culture, departmental skills, leadership development, and brand standards training.

Ensure all training initiatives align with Six Senses values, service philosophy, sustainability commitments, and wellness principles.

Work closely with department heads to identify training needs and design tailored development plans.

Deliver and coordinate service excellence, quality, and guest experience training across the resort.

Maintain accurate training records, attendance logs, and compliance documentation.

• Quality & Service Standards

Establish, monitor, and continuously improve service quality standards across all guest touchpoints.

Conduct regular service audits, quality inspections, and on-the-job observations.

Lead mystery guest programs and quality assessments; analyze results and recommend corrective actions.

Review guest feedback, surveys, and online reputation metrics to identify trends and improvement opportunities.

• Brand Compliance & Continuous Improvement

Ensure full compliance with Six Senses brand standards, SOPs, and operating guidelines.

Support brand audits, corporate quality initiatives, and operational reviews.

Collaborate with departments to implement corrective action plans and elevate service performance.

Promote a culture of accountability, consistency, and continuous improvement throughout the resort.

• Collaboration & Leadership

Act as a strategic partner to department heads in driving service excellence and host capability development.

Coach leaders and supervisors on training delivery, quality management, and service leadership.

Support People & Culture initiatives related to host engagement, performance management, and retention.