Director of Training & Quality - Hospitality

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for.

The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

The Director of Training and Quality - Hospitality is responsible for leading, developing, and implementing training and quality programs across all hotel properties within the group. This role is integral in promoting a culture of excellence by ensuring that employees receive the necessary skills and knowledge to deliver outstanding guest experiences consistently. The Director will work closely with hotel leadership teams to maintain and enhance service quality, monitor compliance with brand standards, and support continuous improvement initiatives.

• Develop, implement, and oversee group-wide training programs that align with the organization’s goals, brand standards, and guest expectations.
• Identify training needs through assessments, employee feedback, and collaboration with property managers.
• Design and implement programs that will help employees integrate effectively into the organization.
• Create leadership development programs aimed at cultivating a strong pipeline of future leaders within the group.
• Evaluate the effectiveness of training programs through feedback and performance metrics, adjusting as necessary.
• Coordinate with department heads to tailor departmental training initiatives to meet specific operational needs.
• Develop and implement quality assurance standards and procedures across all hotel properties.
• Regularly assess and monitor property compliance with brand standards, ensuring high service quality and consistency.
• Conduct audits and assessments to identify areas for improvement, offering solutions and action plans to address gaps.
• Work with operational teams to develop and implement corrective actions for areas not meeting quality standards.
• Lead continuous improvement initiatives that enhance guest satisfaction, operational efficiency, and employee performance.
• Collaborate with the guest experience team to address service challenges and implement preventative measures.
• Lead and mentor a team of training and quality professionals, providing direction and support to ensure effective program delivery.
• Collaborate with senior leadership to align training and quality initiatives with the overall strategic goals of the organization.
• Foster a strong relationship with property managers to promote a unified approach to training and quality.
• Stay updated with industry best practices, emerging trends, and innovative solutions in training and quality management.
• Develop and manage the training and quality budget, ensuring cost-effective allocation of resources.
• Analyse performance data to measure the success of training and quality programs and prepare reports for senior management.
• Conduct regular feedback sessions and surveys to gauge program effectiveness and gather insights for continuous improvement.

• Bachelor’s degree in Hospitality Management, Human Resources, Organizational Development, or a related field.
• 8+ years of experience in training and quality assurance within the hospitality industry, with at least 3 years in a leadership role.
• Strong knowledge of hotel operations, brand standards, and quality management systems.
• Proven experience in designing and delivering training programs across multiple properties.
• Exceptional interpersonal, communication, and leadership skills.
• Ability to work in a fast-paced environment with a focus on continuous improvement.
• Proficient in Microsoft Office Suite; familiarity with Learning Management Systems (LMS) is a plus.