Quality and Training Manager

hace 23 horas

Ibiza Illes Balears provincia, España FIVE Hotels and Resorts A tiempo completo

**An Exhilarating Opportunity**

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Quality Team as a Quality and Training Manager will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights

**What We’re Looking For**
- A proven track record of Successfully implementing and Curating visionary training initiatives.
- Extensive experience in Call Centre and Quality Control, with additional Customer-Focused expertise considered a Valuable asset.
- Excellent communication and interpersonal skills, with Fluency in English and Spanish, leveraging strong verbal and written skills.
- Must hold the Legal Right to work in Europe, including any required visas or work permits, in Full Compliance with local regulations.
- A strong understanding of Best Practices in Quality Assurance.
- Computer literacy, demonstrating mastery in Word, Excel, and Outlook, with exceptional knowledge of Hotel Property Management Systems, specifically Opera.
- A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
- Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
- A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
- Next-level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights.
- ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
- A hands-on attitude fuelled by a ‘Can-Do’ Spirit.

**Key Responsibilities**
- Elevates the ‘Vibe at FIVE’ by consistently delivering Professional, Friendly, and Engaging Service to FIVE Tribe Members and Stakeholders.
- Oversees the Daily Activities of FIVE Tribe Members in Quality Control and Training, ensuring Alignment with FIVE’s Industry-Leading standards.
- Conducts regular Gap Analyses to pinpoint Training Opportunities, enhancing processes and enriching the Journey at FIVE.
- Develops and leads tailored Training Programmes focusing on sales, upselling techniques, complaint management, and customer-focused Solutions.
- Monitors, assesses, and reports Key Performance Indicators to management, driving Success across Departmental Systems and Team or Individual contributions.
- Cultivates a culture of Continuous Improvement, introducing Innovative Strategies to achieve Boundary-Breaking Results.
- Delivers exceptional Guest Support Services, fostering Positive and Enduring Connections with Guests.
- Reviews and evaluates the Quality of Agent Interactions, providing detailed and constructive Feedback to Management to strengthen Service Delivery.
- Leads efforts to create Insightful reports and tracks Team Performance against FIVE’s Bold and Disruptive objectives.
- Inspires a culture of Excellence within the FIVE Tribe, Recognising and Celebrating award-winning accomplishments.
- Creates a dynamic Training Environment behind the scenes, empowering FIVE Tribe Members to Excel in their roles and emerge as Industry Leaders.

**The Team**

**Sustainable Indulgence at FIVE**

FIVE curates world-class Entertainment and Luxury Living while Championing Environmental Stewardship. Driven by its core millennial base, FIVE has aligned to lead the way in ‘Sustainable Indulgence’ trailblazing next-level, high-energy Experiences within an Environmentally and Socially Responsible Framework.

**An Equal Opportunity Employer**

The FIVE Tribe represents over 80 nationalities across its over 2000 ‘FIVERs.’ FIVE does not discriminate and is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Ranked regularly in the Top 10 on the Great Workplaces in the UAE list of Large Organisations, the FIVE Tribe is more than a group of people working together - it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

**About FIVE Hotels and Resorts**

FIVE Hotels and Resort

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