Training and Quality Supervisor/Executive

About Praxis:

It is the leading provider of reservation sales and on line sales solutions for Hotels. The company combines process expertise, information technology and analytical capabilities with operational insight and experience to provide a wide range of Revenue Optimization services. With domain knowledge that is a powerful combination of Central Reservations Systems (CRS), Global Distribution Systems (GDS), Internet Distribution Systems (IDS) and operational excellence, the company delivers comprehensive business solutions where services are delivered from its state of the art global delivery center in Gurgaon NCR New Delhi, India.

Job Summary

The Training and Quality Manager is responsible for overseeing the learning and development of team members and ensuring the highest standards of quality in service delivery. This role involves designing and delivering training programs, monitoring performance, and driving initiatives that enhance guest experience and operational excellence.


Key Responsibilities

Training

1. Training Needs Analysis:
• Identify skill gaps through performance reviews, feedback, and audits.
• Develop training plans based on operational goals and team requirements.

1. Content Development:
• Create and update training modules, SOPs, and materials aligned with hotel standards.
• Ensure all training is compliant with brand guidelines and service standards.

1. Training Delivery:
• Conduct orientation programs for new hires.
• Deliver training sessions on guest service, reservation handling, systems, and soft skills.
• Organize refresher training sessions.

1. On-the-Job Coaching:
• Provide real-time coaching to team members on service excellence.
• Monitor live interactions (e.g., reservation, shopping calls) and offer feedback.

Quality Assurance

1. Performance Monitoring:
• Develop quality standards and KPIs to evaluate service and operational excellence.
• Conduct regular audits of reservations, guest calls, and operational processes.

1. Feedback and Action Plans:
• Analyze recorded interactions and share feedback.
• Analyze guest complaints and feedback to identify trends and root causes.
• Work with department heads to implement corrective actions and preventive measures.

1. Mystery Audits:
• Design and execute mystery audits to evaluate service quality and adherence to SOPs.

1. Reporting:
• Prepare and present reports on training effectiveness and quality performance to management.

Collaboration

1. Partner with department heads to align training and quality initiatives with business goals.
2. Facilitate knowledge-sharing sessions to promote best practices across teams.

Key Skills and Competencies

• Strong knowledge of hospitality operations, especially Front Office, Reservations, and Guest Relations.
• Excellent communication, presentation, and interpersonal skills.
• Analytical skills to assess training effectiveness and quality performance metrics.
• Ability to handle multiple priorities and deliver results in a fast-paced environment.
• Preferable proficiency in hospitality software (e.g., Opera, IDS) and Microsoft Office.
• Passion for coaching, mentoring, and driving continuous improvement.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 3–5 years of experience in training or quality roles within the hospitality industry.
• Certifications in Training or Quality Assurance.

Key Performance Indicators

• Improvement in Guest Satisfaction Scores (e.g., TripAdvisor ratings).
• Reduction in guest complaints related to service quality.
• Training completion rate and post-training assessment scores.
• Consistent achievement of audit and compliance benchmarks.