Learning, Development & Quality Manager

We are seeking a passionate and strategic Learning, Development & Quality Manager who will champion Heartist culture and service excellence through impactful training programs and quality assurance initiatives. This role plays a critical part in driving employee engagement, operational efficiency, and elevated guest satisfaction.

Key Responsibilities

Learning & Development

• Identify training needs through appraisals, guest feedback, departmental input, and performance metrics.
• Develop and implement a comprehensive annual training plan and quarterly learning calendar aligned with business goals.
• Design and deliver effective training programs including:
  • New Hire Orientation
  • Leadership Development
  • Service Excellence and Brand Culture
  • Health & Safety Compliance
• Support Heads of Departments in executing departmental on-the-job training (OJT).
• Monitor, evaluate, and maintain accurate records of training effectiveness, attendance, and development milestones.

Quality Assurance

• Champion the hotel's quality culture by embedding the “Language of Luxury” and Accor brand standards across all guest touchpoints.
• Lead quality awareness sessions and support continuous improvement across all departments.
• Conduct internal audits and support LQA (Leading Quality Assurance) readiness in collaboration with department heads.
• Monitor and analyze guest feedback via platforms such as TrustYou, Tripadvisor, LQA, and social media; prepare daily reports and communicate findings during briefings.
• Assist departments in developing action plans based on guest insights and audit results.

Performance & Culture

• Promote an inclusive and values-driven environment by being a brand and quality ambassador (Heartist).
• Support talent development and career pathing through coaching, mentoring, and identifying future leaders.
• Lead or support engagement initiatives and cross-training opportunities to enhance performance and collaboration.

Qualifications

• Bachelor’s degree in Human Resources, Hospitality Management, or a related field
• Minimum 2–3 years of leadership experience in Learning & Development, Quality, or a similar field in the luxury hotel sector
• In-depth knowledge of luxury service standards, ideally with LQA and Forbes experience
• Strong facilitation, presentation, and coaching skills
• Proven ability to design and execute engaging, impactful training programs
• Excellent interpersonal, analytical, and organizational skills
• Tech-savvy with experience using LMS, survey tools, and MS Office
• Fluent in English; additional languages are an asset