About this role
Job title: Learning & Quality Assurance Manager
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
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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.
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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.
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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.