Training & Quality Assurance Officer (Pre-Opening)

The Training & Quality Assurance Officer plays a key role in shaping RH1’s operational excellence across its premium family entertainment venues. This position focuses on building structured systems, creating clear and practical Standard Operating Procedures (SOPs), and ensuring every team member delivers an exceptional guest experience.

You will design structured training programs, develop and implement operating systems, and build clear SOPs that define how RH1 delivers consistent, high-quality operations across all departments. Your work will shape the foundation of RH1’s “5-Star Operations Guidebook” — ensuring every process, system, and team member contributes to a seamless, guest-focused experience.

This is a hands-on role for someone who takes pride in creating structure, elevating service quality, and inspiring teams to perform at their best.

“Build the systems behind every smile and every 5-star moment”

Reporting Structure: Project Director

Key Responsibilities

1. SOP Development

• Lead the end-to-end design and documentation of operational systems across all RH1 Project venues.
• Develop complete SOP ecosystem, including:
  • Operational flow design for guest experience, safety, and service excellence.
  • Role-based SOPs (Front Desk, Technicians, Operations, Cleaning, Security, etc.).
  • Venue setup, pre-opening procedures, and handover documentation.
  • Quality control, incident response, and escalation procedures.
• Build a living Operations Manual – the master reference for every RH1 site – with version tracking, visuals, and bilingual documentation.
• Work across-functionally with Operations, HR, Safety, and IT to ensure system integration and operational readiness.
• Partner with HR to integrate SOP and QA metrics into performance evaluation.
• Drive continuous improvement through regular feedback sessions, incident reviews, and best practice sharing.
• Keep RH1’s operations agile and forward-thinking by updating SOPs with emerging trends and technology (e.g. digital audit tools, AI reporting).

2. System Setup & Operational Integration

• Support in the setup of operating systems for venue operations (e.g., ticketing, CRM, maintenance tracking, training management, etc.).
• Collaborate with IT, Operations, and Project teams to ensure systems are user-friendly, practical, and aligned with real-life workflows.
• Develop user manuals, process maps, and SOPs for how each department interacts with these systems (Operations, HR, Finance, Maintenance, Customer Service).
• Evaluate system effectiveness and recommend upgrades or workflow improvements based on operational feedback.

3. Manage Training Programs

• Design and deliver structured, tier-based training programs (Induction, Service Excellence, Safety, Operations Mastery).
• Develop interactive and digital content: video modules, quizzes, SOP visual guides, and scenario-based simulations.
• Establish and maintain a Training Management System (TMS) to record learning data, certification levels, and compliance.
• Certify in-house trainers and supervisors to sustain training standards across multiple venues.
• Align training with performance data, SOP changes, and customer feedback loops.

4. Pre-Opening & Project Support

• Participate in new site setup and pre-opening phases — from process mapping to staff onboarding and test-run audits.
• Develop “Opening SOP Kits” to fast-track readiness for each new location.

• Bachelor’s degree in Hospitality Management, Business Administration, Operations Management, or a related field.
• 4–6 years of experience in hospitality, FECs, or F&B multi-site operations.
• Prior experience in training, process improvement, or quality assurance within a structured organization.
• Experience working in pre-opening or new project setup environments is a strong plus.
• Strong understanding of international service standards
• Proven experience developing SOPs, process documentation, and system manuals.
• Strong understanding of service quality, guest experience management, and operational workflows.
• Experience with digital tools such as POS, CRM, LMS, HRM, or maintenance management systems.
• Skilled in creating structured documentation and visual process guides.
• Excellent facilitation and communication skills, both in English and Vietnamese.
• Analytical mindset with an eye for both operational detail and customer experience.
• Exceptional customer mindset — always viewing operations through the lens of guest satisfaction and service excellence.
• Passion for building systems that empower teams and create memorable family experiences.
• Familiarity with safety, hygiene, and emergency standards (HACCP, ISO, or similar frameworks).

Why should you apply?

• Competitive remuneration package.
• Excellent personal growth aligned with your professional development.
• International and professional working environment.
• Leverage AI-powered tools to enhance your daily work and productivity.
• Access to RH1’s entertainment areas with employee and family discounts.
• Regular team-building events and career advancement opportunities.
• Flexi Fridays;
• Paid sick leave;
• Regular team building events.