Assistant training and quality manager

Assistant Officer – Quality & Training Do you have strong communication skills and an eye for detail? Are you good at explaining complex concepts and have a natural flair for teaching? If you are looking for quality analyst jobs in Bahrain and to level up your career in the customer service and hospitality industry, don't miss the opportunity We seek an Assistant Manager for Quality & Training to join our company with these qualities to enhance the performance of the customer service associate and the overall process. The ideal candidate will have a strong understanding of the Restaurant and hotel domains and will play a pivotal role in ensuring the quality and efficiency of our operations. Job Description Key Responsibilities of the Assistant Manager (Quality & Training)Training: Assist the Training Manager in developing and implementing comprehensive training programs for all hotel departments, aligned with company standards and industry best practices. Develop and maintain training materials, including presentations, handouts, and online modules. Facilitate training sessions on various topics, such as guest service, housekeeping procedures, food and beverage service, and safety protocols. Stay up to date on industry trends and best practices in hospitality training. Assist with the recruitment and onboarding of new staff. Develop and maintain the hotel's training library and coordinate acquisitions. Analyze training needs in the hotel and prioritize such needs for the Training Manager to review. Develop annual hotel training plans and prepare monthly reports to the Training Manager. Consult with the Training Manager for the coordination of training courses. Ensure that all employees receive appropriate orientation, a copy of their job description and guide, and information on HR services. Visit on-job training sessions of new and existing employees. Coordinate and assess the on-the-job training certification of departmental trainers. Ensure the maintenance of training aids, order training materials and stationery as required for the training office and training courses. Ensure all necessary documents are being filed or archived. Coordinate training with nominated suppliers for courses such as food hygiene and HACCP, arranging delegates, training room, equipment, invoicing, etc. Conduct basic and supervisory to managerial level training such as customer service, interviewing skills, etc., and any other relevant Hotels and outside courses required. Assist in the selection and training of management and departmental trainees, interns, and work experience placements. Ensure employee, supervisory, and management records of training in the Human Resources & Training database are maintained. Review training policies, procedures, and practices, recommending improvements to management. Participate in developing and implementing programs to ensure employee security and safety. Monitor present and future trends, practices, and systems in the training field and make recommendations relating thereto. Establish and maintain effective employee relations. Coordinate and communicate training and activities with other department heads and departmental trainers. Ensure all delegates receive a pre-course brief and post-course evaluation. Ensure the training notice board is kept up to date with current calendar and relevant training information. Walk the talk – Uphold all standards of grooming, behavior, etc. – be a role model. Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities. Perform other duties as assigned by the Training and Quality Director. Quality: Assist in managing Quality Assurance and Learning and Development Goals. Establish and maintain quality standards for all aspects of hotel operations in collaboration with the Management Team. Develop and implement procedures, guidelines, and checklists to ensure consistency in service delivery and operational processes. Regularly review and update quality control measures to reflect changing guest expectations and industry trends. Plan and execute regular internal audits to evaluate the hotel's adherence to quality standards and identify areas for improvement. Coordinate with department heads to schedule audits, inspections, and evaluations of various hotel functions. Monitor and analyze guest feedback from various sources, such as surveys, online reviews, and direct communication. Identify trends and areas of concern in guest feedback and work with relevant teams to implement improvements. Develop strategies to enhance guest satisfaction, loyalty, and engagement. Assist closely L&D Manager to identify training needs for hotel staff on quality standards, customer service excellence, and best practices. Regularly analyze performance metrics to track progress and measure the impact of improvement efforts. Prepare and present regular reports to senior management outlining quality performance, audit results, and improvement initiatives. Communicate effectively with department heads and staff to ensure a clear understanding of quality expectations and goals. Review guest feedback with the leadership team and ensure appropriate corrective action is taken. Respond to and handle guest problems and complaints. Stay visible and interface with customers on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction. Attend Management Review Meetings, monitor implementation of decisions and their results. Qualifications Minimum of 1-2 years of experience in a training and development role within the hospitality industry. Excellent communication, interpersonal, and presentation skills. Strong organizational skills with the ability to manage multiple tasks simultaneously. Ability to develop engaging and effective training programs. Proficient in Microsoft Office Suite (Word, Excel, Power Point). A passion for the hospitality industry and a commitment to delivering exceptional guest service. Abilities/Key Competencies/Skills Positive Orientation. Operational Decision Making. Advocating Guest Passion. Business Planning and Analysis. Proven experience in a quality assurance or quality control role within the hotel industry. Strong knowledge of hotel operations, service standards, and guest expectations. Excellent analytical, problem-solving, and decision-making skills. Effective communication and interpersonal abilities. Detail-oriented and capable of managing multiple tasks and priorities. Proficiency in using relevant software and tools for data analysis and reporting. Flexibility to adapt to a dynamic and fast-paced environment. Arabic speaker and fluency in verbal and written English is essential.
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