Assistant Manager, Learning & Quality Assurance

Job Description

We are looking for a proactive and passionate Assistant Manager, Learning & Quality Assurance to drive the implementation of Leading Quality Assurance (LQA) standards while supporting the hotel's Learning & Development initiatives.

Working closely with Heads of Department, you will strengthen service standards, develop Heartists' capabilities and champion a culture of continuous learning and service excellence to deliver memorable guest experiences.

Key Responsibilities

• Coordinate and implement Learning & Development programmes, including onboarding, orientation, service training and leadership development initiatives.

• Drive the implementation and monitoring of LQA and hotel service standards across all departments.

• Conduct quality checks and service observations, identify performance gaps and work with Heads of Department to develop and follow up on corrective action plans.

• Partner with departmental trainers to reinforce service standards through coaching, training and on-the-job guidance.

• Coordinate LQA assessment preparations, monitor departmental readiness and track progress against improvement plans.

• Analyze relevant guest feedback, quality assessment findings and training effectiveness to identify opportunities for improvement.

• Maintain accurate training records, reports, learning materials and quality assurance documentation.

• Promote a strong service culture through continuous learning, coaching and service excellence initiatives.

• Support team engagement and other People & Culture projects as required.

Qualifications

• Diploma or Degree in Human Resources, Hospitality Management, Learning & Development or a related discipline.

• Preferably 3–5 years of relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations.

• Knowledge of LQA standards and luxury hospitality service expectations will be an advantage.

• Good facilitation, presentation, communication and coaching skills.

• Strong stakeholder management skills, with the ability to engage and influence colleagues across different departments.

• Analytical, organised and detail-oriented, with the ability to monitor performance gaps and drive follow-up actions independently.

• Proactive, resourceful and passionate about people development and delivering exceptional guest experiences.

• 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.