Quality & Training Manager

Parker Palm Springs, a member of Leading Hotels of the World, is seeking a Quality & Training Manager to safeguard and elevate the guest experience across every corner of the property, from Norma's terrace to the dim leather booths of mister parker's, from the front drive to the last treatment room at the Palm Springs Yacht Club spa.

This is a newly created position, and a deliberately broad one. The right person will spend their mornings in the training room and their afternoons on the floor, equally comfortable coaching a new bellman through his first guest interaction and presenting audit results to the executive committee. The role exists to close the gap between what Parker says it stands for and what a guest actually experiences at 7am, at midnight, and on the busiest Saturday of the season.

This is not a compliance role in the dry sense. It is a culture role with a clipboard.

Key Responsibilities

Quality Assurance & Brand Standards

• Own the property's quality assurance program in full: standards documentation, audit calendars, self-assessments, and third-party inspection readiness (LQA, Forbes Travel Guide, and Leading Hotels of the World criteria).

• Conduct regular walkthroughs and mystery guest style assessments across rooms, food and beverage outlets, spa, and public spaces, benchmarked against five star and LHW standards.

• Translate brand concept into observable, teachable behavior. This means writing standards that describe not just what should happen, but why it matters to a Parker guest specifically.

• Track quality and service scores (guest satisfaction surveys, review sentiment, LQA or Forbes results where applicable) and report trends and corrective actions to leadership.

• Partner with department heads to build and maintain department specific standard operating procedures that reflect current brand positioning.

Training & Development

• Design and deliver a structured onboarding and orientation program that introduces every new hire to Parker's service philosophy from day one, not just their job function.

• Build and run ongoing training curricula in service fundamentals, brand storytelling, complaint recovery, and role specific technical skills, in partnership with department leaders.

• Train the trainers. Identify and develop departmental training champions so that standards are reinforced daily, not just during onboarding or before an inspection.

• Facilitate leadership development sessions for supervisors and managers focused on coaching, accountability, and consistent standard delivery.

• Maintain training records, completion tracking, and a documented library of standards and training materials.

Performance Monitoring & Team Leadership

• Monitor individual and departmental performance against service standards, identifying coaching opportunities before they become guest complaints.

• Work directly with managers to address recurring service gaps through targeted training rather than discipline alone.

• Serve as a visible, credible presence on the floor. Staff should know this person by sight and trust their feedback.

• Present findings, wins, and areas of concern to the executive committee on a regular cadence.

Experience

• Minimum 3 to 5 years in a training, quality assurance, or guest experience leadership role within a five-star luxury hotel or resort.

• Direct, hands-on experience with at least one recognized luxury standards framework: LQA, Forbes Travel Guide, or a comparable brand standards program (LHW, Relais & Chateaux, or a major luxury brand's internal standards).

• Prior experience preparing a property for an external inspection or audit cycle, including corrective action follow up.

• Operational background in at least one guest facing department (front office, food and beverage, or spa) is strongly preferred. Standards land differently coming from someone who has actually worked the floor.

Education

• Bachelor's degree in hospitality management, business administration, or a related field, or equivalent experience in lieu of degree.

• Formal certification in a recognized quality or training methodology (LQA Upfront, Forbes Travel Guide standards training, Train the Trainer certification) is a strong plus.

Skills & Competencies

• Able to read a guest review or an audit score and translate it into a specific, teachable behavior change, not a vague directive.

• Confident public speaker and facilitator, comfortable running a room of ten or a one-on-one coaching conversation with equal ease.

• Strong written communication. This person will be writing standards and training materials that need to hold up on their own.

• Data literate enough to track scores and trends over time and present them clearly to ownership and leadership.

• Diplomatic but direct. Able to hold department heads accountable to standards without becoming the department that everyone avoids.

• Genuine curiosity about what makes Parker's specific brand of service different from a generic five-star experience.

The pay range for this position is $70,000 -$80,000.