Job Ref: MAI3167
Branch: Estelle Manor
Location: Estelle Manor, Eynsham Park, North Leigh, Witney, Oxfordshire, OX29 6PN
Salary/Benefits: £45,000 plus an estimated additional £3,000 service charge
Contract type: Permanent
Hours: Full Time
Hours per week: 40
Posted date: 24/09/2025
Closing date: 07/11/2025
Who are we?
Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa- Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, there's a kids' club for the little ones and a workspace. As the countryside companion to Maison Estelle, the manor is also a 'hosted home', bringing people together that have plenty to say and nothing to prove.
Here's a bit more detail on what we see you doing in this role:
As our Quality, Assurance Training Manager, you will lead and manage the quality assurance and service excellence training function within the Estelle Manor to ensure exceptional guest service delivery and adherence to luxury brand standards. The role is responsible for maintaining a culture of excellence, continuous improvement, and consistency across all customer-facing departments. This is a full-time role, including ad-hoc weekends and evenings when required.
As our Quality, Assurance Training Manager you will be responsible for:
* Training Development: Design and deliver onboarding, service, and technical training; maintain training calendar; evaluate effectiveness and close skills gaps.
* Learning Culture: Promote coaching, continuous professional development, and embed a culture of growth across teams.
* Quality Assurance: Implement and monitor service standards through audits, inspections, and mystery guest programs.
* Service Improvement: Analyse feedback, KPIs, and audit results with department heads to drive consistent guest satisfaction.
* Compliance Standards: Align policies and procedures with brand/legal requirements, maintaining accurate records for audits.
* Team Engagement: Partner with leaders, mentor staff, and lead communication initiatives to reinforce quality and service excellence.
Who we are looking for:
* Degree in Hospitality Management, Human Resources, Education, or a related field.
* Certification in Training Development, Quality Assurance, or Six Sigma (preferred).
Experience:
* Deep understanding of, and experience in, a luxury hospitality environment.
* Proven track record in a similar quality, assurance, or training leadership role.
* Experience in delivering training programs and conducting service audits in a hotel or hospitality setting.
* Certification in Training Development, Quality Assurance, or Six Sigma preferred.
Skills and Competencies:
* Deep understanding of luxury service standards and brand compliance.
* Exceptional presentation, facilitation, and communication skills.
* Strong analytical and reporting skills with attention to detail.
* Ability to influence and engage stakeholders at all levels.
* Knowledge of training systems and learning management platforms.
* Passion for people development and service excellence.
What's in it for you?
At Estelle, we prioritize your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates, biannual socials, and Birthday Wheel surprises. Nurture your well-being with stocked colleague spaces and daily Smart Fridges. Engage in forums shaping The Estelle Way and utilise the provided uniforms and onsite seamstress support. Join us for a fulfilling journey where you are valued, supported, and celebrated.
Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:
* Base salary of £45,000 per annum plus service charge estimated at around £3,000
* Biannual company socials plus smaller social and sports groups.
* Exclusive staff rates and FB discounts across sister properties.
* Estelleversary and Birthday Wheel gifting for all employees (including overnight stays and dinners).
* Colleague spaces stocked with food, drinks and locally sourced coffee.
* Seasonal, daily stocked Smart Fridges with freshly prepared meals while on shift.
* Added protection of our pension, health cash plan and life assurance schemes.
* 30 days holiday, inclusive of bank holidays, which increases with length of service.
* Colleague Forums and Sustainability Committees to help create The Estelle Way.
* Recommend-a-friend bonus scheme.
* About gratuities service charge:
* Service charge (an additional charge added to our room rates and services across the estate that is passed directly to our employees) are paid on a pro-rata basis regardless of your role.
* It is estimated that in 2025, our full-time employees can expect to receive around £3,000 in addition to their annual salary.