Learning & Quality Assurance Manager

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.