Quality Service Trainer

HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

Experience Requirements

A strong Service Quality Trainer typically brings:

• 3–5 years of hospitality or customer service leadership experience

Experience in luxury hotels front of house operation, F&B, retail would be additional benefit.

• Hands‑on training facilitation experience

Delivering workshops, onboarding sessions, brand standards training, or skill‑based coaching.

• Background in quality assurance or service audits

Familiarity with LQA, Forbes, internal brand audits, or guest experience measurement tools.

• Experience designing training materials

Creating SOPs, learning modules, role‑plays, and competency‑based content.

• Exposure to performance management and coaching

Supporting teams in improving luxury service behaviours, communication, and guest recovery.

• Understanding of adult learning principles

Experience applying interactive, learner‑centered training methods based on the audience.

• Cross‑departmental collaboration

Working with operations, HR, and leadership teams to align service culture.

Certification & Skills

• Train-The-Trainer certification
• Forbes certification as additional benefit
• Experience with brand audits
• Multilingual communication skills
• AI usage

Core Competencies

1. Training & Facilitation Skills

• Engaging presentation and facilitation
• Ability to adapt style to different learning levels
• Skilled in role‑plays, simulations, and experiential learning
• Strong storytelling and communication

2. Service Excellence Expertise

• Deep understanding of luxury guest experience standards
• Knowledge of brand values and service culture
• Ability to translate standards into practical behaviours
• Strong grasp of guest recovery techniques

3. Coaching & Feedback

• One‑on‑one coaching capability
• Constructive feedback delivery
• Observation and behavioural assessment
• Ability to motivate and influence frontline teams

4. Instructional Design

• Creating SOPs, training guides, and e‑learning content
• Structuring learning objectives and competency frameworks
• Designing assessments and evaluation tools

5. Quality & Performance Orientation

• Data‑driven approach to service improvement
• Understanding of KPIs like GSS, LQA, mystery audits
• Ability to identify service gaps and propose solutions

6. Emotional Intelligence & Communication

• Empathy and active listening
• Conflict resolution
• Cultural sensitivity (especially important in GCC hospitality)
• Ability to build trust and rapport

7. Leadership & Influence

• Ability to inspire service culture
• Stakeholder management
• Confidence to train senior leaders when needed
• Change management awareness

8. Organization & Project Management

• Planning training calendars
• Coordinating cross‑departmental initiatives
• Managing documentation and follow‑up
• Strong attention to detail

PSYCHICAL CONDITIONS REQUIRED FOR YOUR ROLE

• This job often requires sitting behind a computer for extended periods of time;
• This job often requires bending, reaching or lifting;
• This job requires operating computers and computerized equipment.

EMPLOYMENT CONDITIONS

• This job may require you to work occasionally on weekends.
• This job often requires extended hours beyond a typical work week;
• This job requires you to conform to a conservative, formal grooming, attire and jewelry policy that will be monitored on a regular basis and may be addressed as seen fit by your manager;
• Sheraton Grand Dubai has a very strong commitment to safety and requires that you follow safety procedures closely;
• Our hotel has a no-tolerance policy regarding unlawful discrimination and harassment, and requires that you follow our anti-discrimination and anti-harassment policies.