Luxury Retail Training & Quality Assurance Manager - ASIA

POSITION OVERVIEW

Extensive travels to our hotels and resorts is required. The core mission of this exciting role is to improve the overall service experience of the Aman guest and to ensure this experience is always consistent with the Aman brand philosophy and ultra-luxury retail expectations. The two main responsibilities consist of the training and auditing of our service standards and experiences in our boutiques. The Retail Training and Quality Assurance Manager will take the lead on ensuring the corporate directives and standards are met in every aspect of retail operations, store maintenance, sales strategies, and merchandising.

RESPONSIBILITIES

Service Standards and Experiences: Auditing

• Create an audit framework in which to review Aman Retail Service Standards and Experiences
• Regularly travel to resorts and hotels to audit on the Aman Retail Service Standards and Experiences
• Compile audit reports on each hotel which is presented to the GM and Store/Spa Manager for the respective region
• Provide feedback to Head Office on any training requirements
• Go-to person for any external mystery shopper auditors
• Work closely with the property L&D and quality assurance teams to support day to day quality assurance activities

 

Service Standards and Experiences: Training

• Support new openings in terms of training
• Develop further training programmes and training manuals for Aman Essentials Service Standards and Experiences
• Ensure implementation of monthly corporate guidelines
• Travel to hotels and resorts to train teams
• Act as a brand service standards ambassador

QUALIFICATIONS

• 10+ years’ experience in ultra-luxury retail environment
• Self-starter who loves People, Service and Travel
• Willingness to travel extensively across all Asian regions
• Demonstrates experience in identifying and articulating service standards
• Group training experience essential
• Ability to have difficult conversations with key stakeholders
• Excellent verbal and written communication skills
• Can work under pressure with multiple stakeholders across different regions
• Innovative thinker