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After undergoing a transformative restoration, Waldorf Astoria New York is set to reignite its magnetic allure. Waldorf Astoria New York is seeking a Director of Training and Quality Assurance to unveil a new era of luxury which embodies the spirit of New York City.
With a fresh, modern expression of its rich, authentic legacy, Waldorf Astoria New York provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates unforgettable experiences for discerning travelers with 375 rooms (plus 375 residences), 40,000 square feet of event space, holistic spa and wellness programming, and a celebrity chef partnership. In landmark destinations around the world, Waldorf Astoria Hotels & Resorts reflect the culture and history of their extraordinary locations.
What will I be doing?
The Director of Training and Quality Assurance is responsible for directing and administering the training and professional development function of Waldorf Astoria New York’s effort to deliver outstanding guest service. Specifically, but not exclusively, you will be responsible for performing the following tasks to the highest standards:
• Oversee and administer all training and professional development functions to include, but not limited to, creating and/or developing course content, facilitating and/or conducting training sessions/workshops, planning and implementing corporate and hotel training initiatives, conducting needs assessments, measuring training effectiveness and ensuring on-the-job application of service, leadership, specialty and department-specific training initiatives.
• Plan and conduct meetings with department managers, property trainers and team members to review performance trends, to develop appropriate action plans and to provide appropriate recognition.
• Monitor all departmental training programs and assist departmental trainers in conducting pre-shift audits, executing job skills checklists, and utilizing brand service toolkit training.
• Track, input, maintain and audit all individual team member training records to ensure full compliance with established corporate standards.
• Develop an annual training calendar and compile periodic reports (i.e. monthly, quarterly, etc.) of training activity.
• Assist with Human Resources functions, as needed
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
• Hospitality – We’re passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We’re leaders in our industry and in our communities.
• Teamwork – We’re team players in everything we do.
• Ownership – We’re the owners of our actions and decisions.
• Now – We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
The following outlines the required qualifications for the Director of Training and Quality Assurance:
• Prior experience as a Director of Training or Quality Assurance at a Forbes Five (5) Star Hotel or equivalent.
• Prior experience managing and administrating a detailed quality assurance and audit function at a Forbes Five (5) Star Hotel or equivalent.
• Prior supervisory experience directly managing and supervising subordinate employees.
The annual salary range for this role is $120,000 – $130,000 and is based on applicable and specialized experience.
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