Learning and Development Manager - Hotel Quality

Accor Group; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Grand Mercure Dubai City, part of Accor, in Dubai, United Arab Emirates, seeks a Learning and Development Manager to lead property-level learning, training, development and quality initiatives. The role blends employee development with quality assurance, supporting trainers, coordinating programmes, and translating findings into measurable improvements.

The position emphasizes collaboration with the General Manager, department heads, and the People and Culture team to elevate service standards

Qualifications

• Bachelor's degree or equivalent with experience in learning and development.
• Minimum 2 years in L&D roles within hospitality, multi-unit exposure preferred.
• Ability to design and deliver learning content for diverse audiences.

Responsibilities

• Lead training and development initiatives and coordinate with in-house trainers.
• Develop and update learning materials and ensure alignment with brand standards.
• Monitor guest feedback and drive quality improvements through training.
• Collaborate with General Manager and department heads on learning plans.
• Support annual performance reviews and track training outcomes.
• Drive e-learning participation and manage certification distribution.

Skills

Team leadership

Communication skills

Project management

Multicultural awareness

Education

Bachelor's degree in a relevant field

Tools

TrustYou

Job description

Learning and Development Manager - Hotel Quality Job Snapshot

Role: Learning and Development Manager

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Training and Development

Experience: Minimum 2 years in Learning and Development roles within the hospitality industry

Job Type: Full-time

Position Overview

Grand Mercure Dubai City, part of Accor, is seeking a Learning and Development Manager in Dubai, United Arab Emirates, to lead property-level learning, training, development, and quality initiatives. The role combines employee development with quality assurance, supporting departmental trainers, coordinating learning programmes, monitoring guest feedback and brand standards, and helping managers translate training and quality findings into measurable operational improvements.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: Hospitality

Function: Training and Development

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full-time

Learning and Development Responsibilities

• Compile and update technical training manuals, tools, and supporting materials in collaboration with the Regional Office.
• Train and support in-house Departmental Trainers and ensure appropriate coverage across required operational areas.
• Coordinate and supervise internal technical training for Department Heads and supervisors.
• Ensure departmental training schedules are prepared each month in advance.
• Coordinate learning activities with the General Manager, Heads of Departments, and Area Director of Learning and Development when applicable.
• Oversee the property 's employee induction process and programmes.
• Evaluate and update hotel training programmes and learning initiatives.
• Identify suitable strategic partners for training development and delivery when appropriate.
• Drive e-learning participation throughout the property.
• Follow up with employees attending external courses, including Accor Academy and HERO Learning modules, to encourage application of learning in the workplace.
• Support annual performance reviews for supervisory employees in collaboration with the People and Culture team.
• Coordinate the ordering and distribution of training certificates.

Training Administration and Development Planning

• Compile training requirements and attendance records.
• Maintain hotel inspection and on-the-job observation reports.
• Ensure Departmental Trainers have current course materials and updated job descriptions that reflect operational requirements.
• Provide guidance to supervisors and employees on training matters and effective training practices.
• Prepare monthly training, quality, and business summary reports according to hotel and regional requirements.
• Implement hotel Learning and Development standards.
• Coordinate employee personal file updates with the People and Culture team.
• Ensure annual individual development plans are prepared for Heads of Departments and employees below that level.
• Maintain appropriate quality reporting and support timely implementation of agreed action plans.

Quality Leadership

• Lead planning activities related to quality.
• Lead the quality assurance committee responsible for quality checks, including team development and performance management.
• Establish quality assurance objectives and monitor achievement against agreed targets.
• Conduct monthly Quality Assurance meetings, coordinate action planning, and review areas requiring development.
• Monitor guest feedback and staff performance to identify strengths and opportunities for improvement.
• Evaluate guest questionnaire feedback and coordinate relevant corrective or improvement measures.
• Support new-hire and recurrent training when required.Review Global Brand Compliance assessments with hotel Department Heads and ensure required action plans are established and implemented.
• Promote continuous quality and performance improvement throughout the hotel.
• Identify quality-related training requirements and deliver appropriate learning interventions.
• Gather relevant quality data and produce monthly statistical reports.
• Conduct internal audits and inspections to confirm standards and objectives are being met.
• Coach and motivate managers and employees, using effective influencing skills.
• Undertake special projects and additional responsibilities assigned by management.

Operational Communication

The Learning and Development Manager will maintain effective communication with the General Manager, Heads of Departments, and supervisors regarding important operational developments. The role requires familiarity with relevant company documentation and the applicable Operational Standards Manual, with activities guided by established Learning and Development objectives. The position also requires familiarity with TrustYou and quality-related systems.

Performance Metrics

Key areas monitored within the role include:

• Learning and Development Audit and Peer Audit
• Brand Audit
• TrustYou
• Learning and Development Budget

Qualifications and Experience

• Bachelor 's degree in a relevant field, or an equivalent combination of education and work-related experience.
• Minimum 2 years of experience in Learning and Development roles within the hospitality industry, with a demonstrated track record.
• Progressive work-related experience managing and directing the development and delivery of learning or organisational development programmes within a multi-unit organisation.
• Demonstrated ability to design and deliver effective learning programmes for multicultural and multi-level audiences.
• Broad understanding of people strategy and the drivers of organisational effectiveness.
• Experience developing and designing new learning content.

What You Bring

• Highly developed written and verbal communication skills.
• Strong organisational, project management, and execution capabilities.
• Operational decision-making ability.
• Commitment to self-development and effective management.
• Multicultural awareness and the ability to work effectively with people from diverse backgrounds.
• Strong teamwork and communication skills, including the ability to coach and provide constructive feedback.
• Excellent interpersonal and team leadership capabilities.
• Ability to prioritise and manage multiple responsibilities simultaneously.
• Flexibility to operate effectively in a dynamic, fast-paced hotel environment.
• Positive and professional approach.

About Grand Mercure Dubai City

Grand Mercure Dubai City is a 5-star Accor hotel with 361 rooms, multiple dining venues, and modern meeting facilities. The hotel combines local culture with international hospitality and is committed to memorable guest experiences, employee development, and an inclusive workplace.