Quality & Training Manager

Tiempo Completo

Position Summary

The Quality & Training Manager plays a pivotal role in maintaining and elevating service excellence across all departments at Grand Hyatt Grand Cayman. This position is responsible for developing, implementing, and sustaining quality assurance programs and training initiatives aligned with Hyatt brand standards, Forbes Five-Star criteria, and the resort’s commitment to delivering exceptional guest experiences.

The ideal candidate is a strong advocate for service quality, employee engagement, and operational consistency — driving continuous improvement while nurturing a culture of pride, professionalism, accountability, and the authentic warmth of Caribbean hospitality.

Key Responsibilities

Quality & Service Excellence

• Lead resort-wide quality initiatives to achieve and sustain Forbes Five-Star and Hyatt brand standards across all operational departments.
• Conduct regular quality audits, service evaluations, and mystery shopper reviews to identify improvement opportunities.
• Review and analyze guest feedback from HySat, Tripadvisor and other online platforms to identify trends and drive corrective action.
• Create clear dashboards and reports to track key quality metrics and communicate performance insights to leadership and department heads.
• Facilitate process improvement workshops ensuring initiatives are measurable, sustainable, and guest-focused.
• Promote and embed the “Element of Luxury” across all guest touchpoints to ensure consistency, personalization, and emotional connection.

Training & Development

• Design and deliver onboarding programs that immerse new colleagues in Hyatt culture, brand standards, and service excellence expectations.
• Lead continuous training programs focused on service etiquettes, guest satisfaction, service recovery and operational excellence.
• Partner with department leaders to conduct training needs assessments and implement tailored development plans.
• Facilitate classroom training sessions, workshops, and coaching programs across Front Office, Housekeeping, Spa, Food & Beverage, Pool & Beach and other operational areas.
• Support leadership development initiatives and foster a coaching culture across the property.

Guest Experience & Feedback Management

• Analyze guest satisfaction data and operational KPIs to drive service enhancements.
• Ensure timely and effective follow-up on guest concerns and service recovery opportunities.
• Work closely with the Rooms, F&B, Spa, and Engineering teams to ensure seamless cross-departmental guest experiences.
• Champion a culture of accountability and performance ownership across all departments.

Qualifications & Experience

• Minimum 2 years’ management experience in quality & training department within a luxury Forbes-rated property.
• Strong operational knowledge with a minimum of 2 year management experience in Rooms or F&B operations within a luxury resort.
• Strong knowledge of Forbes standards and luxury service evaluation criteria.
• Proven ability to interpret data, analyze trends, and drive measurable results.
• Demonstrated leadership and people development skills with the ability to influence cross-functional teams.
• Confident presenter and facilitator.
• Flexibility to work evenings, weekends, and public holidays as required in a resort environment.

Technical Skills

• Proficiency in Opera PMS, HotSos (or similar) and F&B POS systems.
• Working knowledge of HySat or similar guest feedback platforms.
• Familiarity with iAuditor or quality audit systems.
• Strong Microsoft Office skills (Word, Excel, PowerPoint, Outlook).
• Ability to create reports, dashboards, and training materials.