Assistant Director Of Training And Quality Assurance - Grand Wailea, A Waldorf Astoria Resort

The gorgeous Waldorf Astoria Resort in Maui, Grand Wailea, is looking for an Assistant Director of Training and Quality Assurance to join the People and Culture team!

Located on 40 acres of lush tropical gardens, this Forbes 4-Star, AAA 4-Diamond property is consistently ranked among the world's best resorts with 780 rooms, 100,000 square feet of banquet space, and 7 food and beverage outlets. This includes 3 restaurants, 3 bars, a cafe, and in-room dining.

At Waldorf Astoria, we create unforgettable experiences for our guests, meaningful opportunities for our Team Members, and a positive impact in our community.

In this role you will be reporting to the Director of Human Resources. The ideal candidate will have experience working in a Training and/or Quality Assurance Management role in a luxury and/or resort setting and is familar with Forbes Travel Guide standards.

Want to learn more? Hotel Website, Facebook, Instagram, YouTube

What will I be doing?

The Assistant Director of Training and Quality Assurance is a key leader within the hotel's HR team, responsible for supporting the Director of Human Resources in all aspects of talent management, employee relations, and compliance, while leading the hotel's training and service quality initiatives. This role ensures that the hotel maintains its reputation for luxury service by cultivating a high-performance culture, delivering world-class onboarding and training programs, and monitoring service standards to exceed both guest and employee expectations.

Key Responsibilities

Human Resources Leadership

• Partner with the Director of Human Resources to oversee daily HR operations, including recruitment, employee engagement, performance management, and policy compliance.

• Provide guidance and coaching to managers and supervisors on employee relations, disciplinary actions, and conflict resolution.

• Support HR compliance with federal, state, and local labor laws as well as company policies.

• Assist with workforce planning and succession strategies to ensure strong talent pipelines.

• Maintain HR systems and reports related to headcount, turnover, and labor costs.

Training & Development

• Design, deliver, and monitor training programs for all levels of staff, with emphasis on luxury service standards, Forbes/AAA criteria, and brand requirements.

• Lead new hire orientation to ensure an engaging introduction to hotel culture, policies, and service philosophy.

• Partner with department heads to create department-specific training plans that reinforce consistency and excellence.

• Implement leadership development and compliance training programs to enhance supervisory and management skills.

• Track training participation, effectiveness, and compliance to ensure standards are met across the property.

Quality Assurance & Service Excellence

• Monitor guest service scores, quality audits, and brand standard evaluations, providing feedback and action plans to department leaders.

• Conduct regular inspections and service observations to assess performance against luxury service benchmarks.

• Collaborate with Operations leaders to create training and coaching that address service gaps.

• Ensure alignment of training and service standards with the hotel's mission, vision, and luxury brand expectations.

• Lead initiatives to build a culture of continuous improvement, accountability, and recognition.

Employee Engagement & Culture

• Support employee recognition programs that celebrate exceptional service and reinforce brand values.

• Promote a workplace culture rooted in respect, collaboration, and service excellence.

• Foster open communication between employees, managers, and HR leadership.

• Assist with employee events, town halls, and team-building activities.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality- We're passionate about delivering exceptional guest experiences.
• Integrity- We do the right thing, all the time.
• Leadership- We're leaders in our industry and in our communities.
• Teamwork- We're team players in everything we do.
• Ownership- We're the owners of our actions and decisions.
• Now- We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

The Benefits- Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits such as:

• Access to pay when you need it through DailyPay
• Medical Insurance Coverage - for you and your family
• Mental health resources including Employee Assistance Program
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel program: 100 nights of discounted travel
• Parental leave to support new parents
• Debt-Free Education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
• 401K plan and company match to help save for your retirement
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs
• Available benefits may vary depending upon property-specific terms and conditions of employment.

Pay Rate: The annual salary range for this role is $105,000 - $120,000 and is based on applicable and specialized experience and location.

#LI-JO1