About the role
Job Description
We are looking for a passionate and people-focused Learning & Quality Assurance Manager to lead our Learning & Development initiatives while driving service quality and Leading Quality Assurance (LQA) standards across the hotel.
This role combines learning, coaching and quality assurance to strengthen our Heartists' capabilities and ensure a consistent, high-quality guest experience.
Key Responsibilities
* Lead and implement the hotel's Learning & Development strategy, including training programmes, onboarding and leadership development. * Drive the implementation and continuous improvement of LQA and service standards across all departments. * Conduct quality reviews, identify service gaps and work closely with department leaders on action plans and follow-up. * Develop and facilitate engaging training, coaching and service excellence programmes. * Partner with Heads of Department to identify learning needs and build capability within their teams. * Monitor training effectiveness and quality performance through relevant feedback, audits and guest insights. * Prepare the hotel for LQA assessments, ensuring standards are understood, embedded and consistently demonstrated. * Promote a strong culture of service excellence, continuous learning and continuous improvement. * Support employee engagement and other People & Culture initiatives as required.
Qualifications
* Minimum 3 years' relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations, preferably within an international hotel environment. * Strong knowledge of LQA, hotel service standards and quality assurance practices. * Excellent facilitation, coaching and communication skills. * Strong stakeholder management skills with the ability to influence and engage leaders and Heartists at all levels. * Passionate about people development, service excellence and creating memorable guest experiences. * Highly organised, proactive and able to manage multiple priorities independently.
Additional Information
* 5-day Work Week. * Duty Meals are provided. * Heartist F&B Discount and/or Preferential Room Rates at worldwide Accor Hotels. * Flexible Benefit – Dental/Optical/Vacation Expenses. * Comprehensive Medical & Insurance Coverage. * Local/Overseas Career Development & Growth Opportunities.