Area Quality & Training Manager

Location Overview

Join our team at the Aman Indonesia Regional Office. Located in Bali’s cultural heart of Ubud, this growing regional office supports the brand’s five properties spread across Indonesia, in addition to its flagship sailing yacht, Amandira. You will work alongside the local teams at the very pinnacle of luxury hospitality, while connecting regularly with corporate teams across the globe. In collaboration, your role will help drive innovation and excellence across the Aman brand.

The Position

The Area Training & Quality Manager is responsible for overseeing training and quality assurance initiatives across multiple properties in Indonesia, ensuring alignment with the brand's standards, mission, and values. This role involves designing and implementing regional training programs, managing talent development strategies, and leading quality assurance processes to enhance the guest experience and employee satisfaction. The position supervises the Quality & Training Executive and Coordinator, fostering their growth and ensuring effective team collaboration. This position serves as a regional champion for the brand, dedicated to nurturing talent, upholding excellence, and delivering exceptional guest experiences.

Main Responsibilities

Our people

• To promote, manage, and coordinate all familiarization and cross-exposure training programs to ensure alignment with the company’s policies and procedures.
• To design and implement regional-level training initiatives that cater to multiple properties, ensuring consistency and excellence across locations.
• To oversee and support the implementation of employee exchange programs abroad, enhancing skill development and career growth opportunities.
• To ensure accessibility of all training and development resources for employees at every level.
• To supervise the preparation and delivery of comprehensive Training Plans managed by individual property Human Resource Managers, ensuring consistency in training quality.
• To develop and implement regional strategies for identifying and nurturing departmental trainers, ensuring high-quality delivery of general and specific training programs.
• To advise and support Human Resource Managers in assessing individual training needs based on performance appraisals and departmental feedback.
• To guide employees on self-development opportunities and encourage participation in tailored growth plans.
• Lead Orientation programmed for all new Heads of Department across properties & Aman Indonesia team.
• To supervise and support Quality & Training Executives at each property, providing guidance, resources, and regular feedback to ensure effective training implementation and alignment with regional goals.
• Oversee hygiene training standards and support in basic audits.

Guest Experience/ Operation

• To collaborate with regional leadership, Human Resources Managers, and Department Heads to create innovative and impactful training content.
• To develop regional training materials and methodologies that reflect the brand’s mission and values.
• To ensure all training facilities and resources within the region are maintained to the highest standards.
• To establish a centralized library of training materials, ensuring accessibility and consistency across all properties.
• To evaluate and recommend external training resources for purchase by the company, ensuring they meet regional needs.
• To regularly review and refine training methods to improve overall effectiveness and alignment with guest and brand expectations.
• To conduct regular audits across properties to ensure compliance with company policies, legal standards, and guest satisfaction objectives.

• To coach property managers on quality management principles, including Total Quality Management and performance enhancement tools.
• To ensure all properties maintain accurate and up-to-date quality documentation, including manuals, procedures, and performance records.
• To collaborate with regional teams to establish and update quality standards reflective of brand values and guest expectations.
• To analyze guest feedback data regionally, identify trends, and develop action plans for service improvement.
• To guide property teams in developing corrective actions based on guest feedback and audit results, driving a culture of continuous improvement.
• To prepare and present regional guest satisfaction reports, identifying and addressing key areas for improvement.
• To stay visible and interface with guests on a regular basis to obtain feedback on quality of products, service levels and overall satisfaction.

Administration

• To maintain accurate, up-to-date training records for all employees in the region.
• To provide monthly regional reports detailing employee quality, training activities and upcoming plans.
• To utilize data analytics to identify regional trends and develop improvement strategies for training and quality performance.
• Demonstrated ability to develop, write, review and implement SOPs, with a strong understanding of process mapping, document control, version management, quality assurance and continuous improvement within a luxury hospitality environment.
• undefinedFinancial To develop and oversee the annual regional training budget in coordination with the Regional Director and Financial Controller. To ensure all regional training activities are cost-effective and adhere to budget constraints. To monitor and optimize training-related expenses at both property and regional levels. Qualifications Understanding of Ultra-Luxury guest expectations and brand alignment. Excellent observation and attention to detail, with a genuine passion for service excellence. Proven experience in Quality Management, Guest Experience, or Operational Excellence, ideally within the luxury hospitality sector. Strong knowledge of international service and quality standards, including LQA. Deep understanding of luxury service expectations, brand standards, and the delivery of personalized guest experiences.