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, theres 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.
As our Quality, Assurance & Training Manager you will be responsible for:
Training & Development: Design and deliver comprehensive training programs for all customer-facing departments, including departmental onboarding, customer service, and technical training.
Maintain a training calendar and ensure mandatory training is completed and recorded.
Evaluate training effectiveness through feedback, performance assessments, and service delivery improvements.
Quality Assurance: Develop, implement, and monitor quality assurance processes across all customer-facing departments to ensure compliance with brand and service standards.
Conduct regular audits, inspections, and mystery guest programs to assess service delivery and operational excellence.
Collaborate with department heads to analyse audit results and develop action plans for improvement.
Compliance & Standards: Ensure all policies, procedures, and service standards are aligned with brand and legal requirements.
Team & Stakeholder Engagement: Build strong relationships with department heads and team members to foster engagement and ownership of quality standards.
Who we are looking for:
Experience:
Proven track record in a similar quality, assurance, or training role withing service sector.
Experience in delivering training programs and conducting service audits in the service industry.
Certification in Training & Development, Quality Assurance would be an advantage.
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.
Personal Attributes:
Professional, confident, and polished demeanour.
Highly organized, self-motivated, and proactive.
A natural leader and mentor with a collaborative approach.
Discreet, diplomatic, and respectful of confidentiality
Whats 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:
Biannual company socials plus smaller social and sports groups.
Exclusive staff rates and F&B 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.
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