The iconic Waldorf Astoria property in New Orleans, The Roosevelt, is seeking a Director of Training & Quality Assurance to join the team!

Our luxury hotel offers an unparalleled combination of Southern hospitality, world-class service and historic surroundings. As the centerpiece of the city, the hotel is located near the French Quarter and within walking distance to the city's most vibrant attractions and entertainment, including Jackson Square, Bourbon Street and the Arts & Warehouse District.

Embodying the rich heritage of Southern hospitality, the historic hotel features 504 rooms, over 60,000 square feet of meeting space, and five (5) food and beverage outlets. This includes 2 restaurants, a café, seasonal rooftop bar, and in-room dining.

We are looking for an individual with an upbeat, outgoing personality to join our Human Resources team. This is a great opportunity for someone looking to grow their career in the Hospitality industry and Human Resources. We are looking forward to your application!

The Director of Training & Quality Assurance is responsible for directing and administering the training and professional development function in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Director of Training & Quality Assurance, you would be responsible for directing and administering the training and professional development function in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

Oversee and administer all training and professional development functions to include, but not limited to, creating and/or developing course content, facilitating and/or conducting training sessions/workshops, planning and implementing corporate and hotel training initiatives, conducting needs assessments, measuring training effectiveness and ensuring on-the-job application of service, leadership, specialty and department-specific training initiatives.

Plan and conduct meetings with department managers, property trainers and team members to review performance trends, to develop appropriate action plans and to provide appropriate recognition.

Monitor all departmental training programs and assist departmental trainers in conducting pre-shift audits, executing job skills checklists, and utilizing brand service toolkit training.

Track, input, maintain and audit all individual team member training records to ensure full compliance with established corporate standards.

Develop an annual training calendar and compile periodic reports (i.e. monthly, quarterly, etc.) of training activity.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY 

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. 

Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

 

 

Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.

 

 

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

 

 

Ability to analyze information and make effective judgements.

 

Ability to access and accurately input information using a moderately complex computer system. 

EDUCATION

High school graduate or equivalent required. 

4-year college degree preferred. 

 

EXPERIENCE

 

Minimum of two years in Human Resources, required.

 

 

Strong presentation and facilitation skills, required.

 

 

Prior experience as in Learning & Development at a luxury property, preferred.

 

 

Prior experience managing and administrating a detailed quality assurance and audit function at a luxury property, preferred.

 

 

Previous experience in Customer/Guest Experience, highly preferred.

 

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

Hospitality - We're passionate about delivering exceptional guest experiences.Integrity - We do the right thing, all the time.Leadership - We're leaders in our industry and in our communities.Teamwork - We're team players in everything we do.Ownership - We're the owners of our actions and decisions.Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

QualityProductivityDependabilityCustomer FocusAdaptability

 

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!