Cluster Training Manager

Training Manager – Cluster of 2 Luxury 5-Star Resorts

Location : Fujeirah

Type : Full-time | On-site

About the Role

We are seeking a dynamic Training Manager to oversee the learning and performance development across two prestigious 5-star resort hotels. Serving a discerning clientele, our goal is nothing less than excellence—ensuring that every guest experience reflects world-class hospitality standards.

This role goes beyond organizing training calendars. You will be the guardian of service quality, actively monitoring guest feedback and online ratings (Expedia, Booking.com, TripAdvisor, etc.), identifying performance gaps, and taking proactive measures to protect and elevate our standing as leaders in luxury hospitality.

Key Responsibilities

• Develop and implement the annual training calendar , covering all operational and guest-facing departments.
• Act as a coach and mentor , driving a culture of continuous improvement, empowerment, and accountability.
• Monitor guest satisfaction metrics and online review scores ; design interventions that address recurring issues and raise ratings.
• Partner with department heads to create performance improvement plans aligned with the highest service standards.
• Conduct training needs analysis and tailor programs for front-line associates, supervisors, and managers.
• Lead onboarding and brand immersion programs to ensure new hires embody the values of luxury service from day one.
• Introduce creative initiatives (mystery guest audits, roleplay sessions, learning competitions) to engage teams and enhance service delivery.
• Track training effectiveness through KPIs, feedback, and tangible improvement in guest reviews.
• Ensure full compliance with brand standards, health & safety training, and local regulations.
• Act as a catalyst for innovation —recommending changes in service processes that directly influence guest delight and loyalty.

Requirements

What We Offer

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