Rooms Training Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel’s room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons.

Applicants must hold a Macau ID due to work permit restriction.

About the role

The Rooms Division Trainer is responsible for developing, implementing and delivering training programs for all staff within the Rooms Division. This role is crucial in ensuring that all employees understand and meet the hotel’s standards of service, fostering a culture of excellence and professionalism.

What you will do

• Ensure all employees consistently deliver high standards of service.
• Conduct regular floor observations and service audits to evaluate service delivery quality and ensure adherence to service standards.
• Facilitate role‑play exercises to strengthen employee confidence and enhance performance in guest‑facing situations.
• Conduct and evaluate standard testing to ensure employees fully understand and comply with service standards and guest experience expectations. Maintain accurate testing records, identify performance gaps and implement targeted retraining to drive continual improvement.
• Work closely with department heads to identify training needs and develop appropriate corrective action plans and development programs. Plan, organize, and deliver structured training sessions tailored to the specific requirements of each department.
• Analyze guest feedback, audit findings and training evaluation results to identify performance gaps and areas for improvement.
• Monitor progress and ensure continuous and sustained improvement in service delivery standards.

What you bring

• Bachelor’s degree in Hospitality Management or a related field.
• Minimum of 5 years in Rooms Division operations, with prior training or coaching experience preferred.
• Proficient in spoken communication and business writing in both Chinese and English.
• Strong commitment to delivering exceptional guest experiences and effectively resolving issues.
• Skilled in evaluating training effectiveness and employee performance metrics.
• Excellent communication, presentation, and interpersonal skills.
• Strong attention to detail with the ability to manage multiple tasks and priorities efficiently

Schedule & Hours:

https://careers.fourseasons.com/us/en/job/REQ10368565/Rooms-Training-Manager