Assistant Director of Training and Quality Assurance - Grand Wailea, A Waldorf A
Hilton Worldwide, Inc., Waldorf, MD, United States
Job Description - Assistant Director of Training and Quality Assurance – Grand Wailea, A Waldorf Astoria Resort (HOT0CGIN)
Assistant Director of Training and Quality Assurance – Grand Wailea, A Waldorf Astoria Resort
Job Number HOT0CGIN
Work Locations Grand Wailea Resort, 3850 Wailea Alanui Drive, Wailea 96753
The gorgeous Waldorf Astoria Resort in Maui, Grand Wailea, is looking for an
Assistant Director of Training and Quality Assurance
to join the People and Culture team!
Located on 40 acres of lush tropical gardens, this Forbes 4-Star, AAA 4-Diamond property is consistently ranked among the world's best resorts with 780 rooms, 100,000 square feet of banquet space, and 7 food and beverage outlets. This includes 3 restaurants, 3 bars, a cafe, and in-room dining.
At Waldorf Astoria, we create unforgettable experiences for our guests, meaningful opportunities for our Team Members, and a positive impact in our community.
In this role you will be reporting to the Director of Human Resources. The ideal candidate will have experience working in a Training and/or Quality Assurance Management role in a luxury and/or resort setting and is familiar with Forbes Travel Guide standards.
The Assistant Director of Training and Quality Assurance is a key leader within the hotel’s HR team, responsible for supporting the Director of Human Resources in all aspects of talent management, employee relations, and compliance, while leading the hotel’s training and service quality initiatives. This role ensures that the hotel maintains its reputation for luxury service by cultivating a high-performance culture, delivering world-class onboarding and training programs, and monitoring service standards to exceed both guest and employee expectations.
Key Responsibilities
Partner with the Director of Human Resources to oversee daily HR operations, including recruitment, employee engagement, performance management, and policy compliance.
Provide guidance and coaching to managers and supervisors on employee relations, disciplinary actions, and conflict resolution.
Support HR compliance with federal, state, and local labor laws as well as company policies.
Assist with workforce planning and succession strategies to ensure strong talent pipelines.
Maintain HR systems and reports related to headcount, turnover, and labor costs.
Design, deliver, and monitor training programs for all levels of staff, with emphasis on luxury service standards, Forbes/AAA criteria, and brand requirements.
Lead new hire orientation to ensure an engaging introduction to hotel culture, policies, and service philosophy.
Partner with department heads to create department-specific training plans that reinforce consistency and excellence.
Implement leadership development and compliance training programs to enhance supervisory and management skills.
Track training participation, effectiveness, and compliance to ensure standards are met across the property.
Monitor guest service scores, quality audits, and brand standard evaluations, providing feedback and action plans to department leaders.
Conduct regular inspections and service observations to assess performance against luxury service benchmarks.
Collaborate with Operations leaders to create training and coaching that address service gaps.
Ensure alignment of training and service standards with the hotel’s mission, vision, and luxury brand expectations.
Lead initiatives to build a culture of continuous improvement, accountability, and recognition.
Support employee recognition programs that celebrate exceptional service and reinforce brand values.
Promote a workplace culture rooted in respect, collaboration, and service excellence.
Foster open communication between employees, managers, and HR leadership.
Assist with employee events, town halls, and team-building activities.
Qualifications • Experience in luxury or resort training and quality assurance roles.
• Familiarity with Forbes Travel Guide and AAA standards.
• Strong leadership, communication and coaching skills.
• Ability to manage multiple projects and prioritize tasks.
• Proficient in Excel, HRIS systems, and training software.
Pay Rate The annual salary range for this role is $105,000 - $120,000 and is based on applicable and specialized experience and location.
#J-18808-Ljbffr
Assistant Director of Training and Quality Assurance – Grand Wailea, A Waldorf Astoria Resort
Job Number HOT0CGIN
Work Locations Grand Wailea Resort, 3850 Wailea Alanui Drive, Wailea 96753
The gorgeous Waldorf Astoria Resort in Maui, Grand Wailea, is looking for an
Assistant Director of Training and Quality Assurance
to join the People and Culture team!
Located on 40 acres of lush tropical gardens, this Forbes 4-Star, AAA 4-Diamond property is consistently ranked among the world's best resorts with 780 rooms, 100,000 square feet of banquet space, and 7 food and beverage outlets. This includes 3 restaurants, 3 bars, a cafe, and in-room dining.
At Waldorf Astoria, we create unforgettable experiences for our guests, meaningful opportunities for our Team Members, and a positive impact in our community.
In this role you will be reporting to the Director of Human Resources. The ideal candidate will have experience working in a Training and/or Quality Assurance Management role in a luxury and/or resort setting and is familiar with Forbes Travel Guide standards.
The Assistant Director of Training and Quality Assurance is a key leader within the hotel’s HR team, responsible for supporting the Director of Human Resources in all aspects of talent management, employee relations, and compliance, while leading the hotel’s training and service quality initiatives. This role ensures that the hotel maintains its reputation for luxury service by cultivating a high-performance culture, delivering world-class onboarding and training programs, and monitoring service standards to exceed both guest and employee expectations.
Key Responsibilities
Partner with the Director of Human Resources to oversee daily HR operations, including recruitment, employee engagement, performance management, and policy compliance.
Provide guidance and coaching to managers and supervisors on employee relations, disciplinary actions, and conflict resolution.
Support HR compliance with federal, state, and local labor laws as well as company policies.
Assist with workforce planning and succession strategies to ensure strong talent pipelines.
Maintain HR systems and reports related to headcount, turnover, and labor costs.
Design, deliver, and monitor training programs for all levels of staff, with emphasis on luxury service standards, Forbes/AAA criteria, and brand requirements.
Lead new hire orientation to ensure an engaging introduction to hotel culture, policies, and service philosophy.
Partner with department heads to create department-specific training plans that reinforce consistency and excellence.
Implement leadership development and compliance training programs to enhance supervisory and management skills.
Track training participation, effectiveness, and compliance to ensure standards are met across the property.
Monitor guest service scores, quality audits, and brand standard evaluations, providing feedback and action plans to department leaders.
Conduct regular inspections and service observations to assess performance against luxury service benchmarks.
Collaborate with Operations leaders to create training and coaching that address service gaps.
Ensure alignment of training and service standards with the hotel’s mission, vision, and luxury brand expectations.
Lead initiatives to build a culture of continuous improvement, accountability, and recognition.
Support employee recognition programs that celebrate exceptional service and reinforce brand values.
Promote a workplace culture rooted in respect, collaboration, and service excellence.
Foster open communication between employees, managers, and HR leadership.
Assist with employee events, town halls, and team-building activities.
Qualifications • Experience in luxury or resort training and quality assurance roles.
• Familiarity with Forbes Travel Guide and AAA standards.
• Strong leadership, communication and coaching skills.
• Ability to manage multiple projects and prioritize tasks.
• Proficient in Excel, HRIS systems, and training software.
Pay Rate The annual salary range for this role is $105,000 - $120,000 and is based on applicable and specialized experience and location.
#J-18808-Ljbffr