Quality Assurance And Training Manager

Company Brief:

SaffronStays curates private vacation home experiences, making our guests vacations authentic and memorable. We bring to our guests unforgettable, private, and exclusive vacation homes where families can bond with loved ones whilst enjoying home-like hospitality and certainty of service standards.

We have 325 homes in the best destinations across India & are looking to increase our presence on a national level.

Location: Pan India (Base location - Mumbai)

Reports To: Head of Operations

Job Summary:

We are seeking an experienced and dynamic Executive Housekeeper who would like to lead Quality Assurance and Training in SaffronStays. The successful candidate will play a pivotal role in training the teams to drive high service standards and deliver exceptional guest experience.

The ideal candidate should have deep industry experience in housekeeping and customer front-office in reputed 5 star chains. If you see yourself wanting to branch out from daily tasks, into imparting your knowledge and experience by setting standards of quality and audits; please apply for this role.

Candidates who do not have industry experience in hard-core hospitality, please do not apply.

Key Responsibilities:

? SOP formulation:

Develop, document, and implement comprehensive SOPs across all operations departments, including guest services, housekeeping, property maintenance, launch procedures and villa management. Regularly review and update SOPs to reflect best practices and changes in industry standards or company policies.

? Quality Assurance: Oversee the HR quality for the entire operation domain. This includes periodic training and assessments.

? Audit Planning: Conduct internal audits to evaluate the efficiency and effectiveness of current processes, identifying areas for improvement. Analyze audit results, prepare reports, and work closely with department heads to address any discrepancies or non-compliance issues.

? Training Program Development: Create and manage training programs tailored to staff roles, including villa managers, housekeepers, guest services, and maintenance teams.

? Onboarding: Develop a comprehensive onboarding process for new employees, ensuring a smooth transition and alignment with company values.

? Performance Management: Work with managers to identify skill gaps and opportunities for individual growth through coaching and development plans.

? Compliance and Standards: Ensure all staff are trained on industry regulations, health and safety protocols, and the highest standards of guest service.

? Training Delivery: Conduct engaging workshops, webinars, and one-on-one coaching sessions to continuously improve staff performance and guest satisfaction.

? Evaluation and Feedback: Assess the effectiveness of training programs through feedback, performance metrics, and adapt initiatives as needed to improve outcomes.

? Technology Integration: Leverage e-learning platforms and digital tools to enhance learning efficiency and accessibility across multiple locations.

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Leadership Development: Foster leadership skills at all levels, preparing high-potential employees for future management roles within the company

Qualifications:

? Education: Bachelors degree in Hospitality (Masters degree preferred).

? Experience: 5+ years of experience in housekeeping and customer front-office, preferably in the hospitality or luxury vacation rental industry.

? Skills:

• Excellent communication, presentation, and facilitation skills.
• Ability to assess training needs and translate them into impactful learning solutions.
• Proficient in learning management systems (LMS) and e-learning platforms.
• Flair for coaching and mentoring individuals and teams.
• Attention to detail

? Attributes:

• Passion for people development and customer service excellence.
• Creative problem-solving skills and attention to detail.
• Flexibility to travel and train staff across various locations.