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Grupo Ctc By Randstad is a leading provider of HR services, dedicated to empowering businesses and individuals to achieve their full potential. Our team of experts is passionate about delivering innovative solutions that drive results.
Job DescriptionWe are seeking an exceptional Quality and Training Manager to join our team at FIVE Hotels and Resorts. As a key member of our quality control and training department, you will be responsible for elevating the guest experience through exceptional service delivery.
Key Responsibilities:- Oversee daily activities of quality control and training team members, ensuring alignment with industry-leading standards.
- Conduct regular gap analyses to pinpoint training opportunities, enhancing processes and enriching the guest journey.
- Develop and lead tailored training programs focusing on sales, upselling techniques, complaint management, and customer-focused solutions.
- Monitor, assess, and report key performance indicators to management, driving success across departmental systems and team or individual contributions.
- 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.
- Mastery of hotel property management systems, specifically Opera.
