Assistant Director of Training and Quality Assurance - Grand Wailea, A Waldorf Astoria Resort

Assistant Director of Training and Quality Assurance

The gorgeous Waldorf Astoria Resort in Maui, Grand Wailea, is a 4-Star Forbes and AAA 4-Diamond property situated on 40 acres of lush tropical gardens. With 780 rooms, 100,000 square feet of banquet space, and 7 food and beverage outlets—including 3 restaurants, 3 bars, a cafe, and in-room dining—the resort consistently ranks among the world’s best.

In this role, you will report to the Director of Human Resources and support the hotel’s talent management, employee relations, and compliance functions while leading training and service quality initiatives. Your work will help maintain the resort’s reputation for luxury service by cultivating a high-performance culture, delivering world‑class onboarding and training programs, and monitoring service standards to exceed guest and employee expectations.

Key ResponsibilitiesHuman 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, emphasizing 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?

• Hospitality – Passion for delivering exceptional guest experiences.
• Integrity – Commitment to doing the right thing, all the time.
• Leadership – Demonstrated leadership in a hospitality environment.
• Teamwork – Ability to work collaboratively across functions.
• Ownership – Taking responsibility for actions and decisions.
• Now – Operating with a sense of urgency and discipline.

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

The Benefits

• 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 – access to educational credentials through Guild Education
• 401(k) plan with company match to help you save for retirement
• Hilton Shares – employee stock purchase program with a 15% discount
• Career growth and development opportunitiesTeam member resource groups
• Recognition and rewards programs
• Available benefits may vary depending on property‑specific terms and conditions of employment.

Pay Rate

The annual salary range for this role is $105,000 – $120,000, based on applicable experience and location.

Work Locations

Grand Wailea Resort

Schedule

Full‑time

Brand

Waldorf Astoria Hotels & Resorts

Job Category

Human Resources

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