Learning, Development, and Service Excellence Supervisor

Shangri-La Group; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Competitive benefits

Training opportunities

Travel perks

Staff discounts

Job summary

Shangri-La Group in Abu Dhabi seeks an experienced Learning, Development and Service Excellence Supervisor to lead hotel-wide training, coach colleagues, and monitor service standards to ensure a superior guest experience.

You will partner with department leaders to identify development needs, implement practical learning solutions, and foster continuous improvement in hospitality excellence. A degree in HR, Hospitality or related field is preferred.

Qualifications

• Diploma or bachelor’s degree in HR, Hospitality, L&D or related field.
• Experience with LMS, digital learning platforms, and training reporting.
• Hospitality and learning principles knowledge.

Responsibilities

• Coordinate and supervise delivery of training programs across departments.
• Conduct training needs assessments with department heads to identify priorities.
• Monitor service standards via observations, guest feedback, service audits, and colleague assessments; recommend improvements.
• Maintain training calendars, attendance records, evaluations, and competency records.
• Coach and support colleagues and departmental trainers to promote service excellence.

Skills

Learning & Development

Training delivery

Facilitation

Coaching

Communication skills

Analytical thinking

Education

Diploma or Bachelor's degree in HR / Hospitality / L&D or related field

Tools

LMS

Digital learning platforms

Training reporting

Job description

[Not translated in selected language]

Learning, Development, and Service Excellence Supervisor

Shangri-La Group | Abu Dhabi, United Arab Emirates

About Us

Find Your Shangri-La in Shangri-La.

Our story began in 1971, when the first Shangri-La opened its doors. We have since been crafting joyful experiences through heartfelt hospitality, and that legacy continues to guide us today.

As we look ahead to new horizons, we invite you to join the world of Shangri-La — shaping the next chapter and making a meaningful impact through shared purpose and the art and joy of Asian hosting.

Shangri-La Qaryat Al Beri, Abu Dhabi, offers 213 luxurious guestrooms and suites, six private pool villas, and 161 fully furnished serviced apartments featuring a one-kilometre private beach which blends modern Arabic design with exceptional comfort.

As a Learning, Development & Service Excellence Supervisor, you will support in implementing learning, development, and service excellence initiatives across the hotel. Also, you will supervise training activities, coach colleagues, and monitor service standards to ensure consistent delivery of the hotel’s guest experience. And you will also work closely with department leaders to identify development needs and promote a culture of continuous learning and service excellence.

Key Responsibilities

• Coordinate and supervise the delivery of training programs, including induction, service standards, technical, leadership, and soft-skills training.
• Conduct training needs assessments and work with department heads to identify learning and development priorities.
• Monitor service standards through quality observations, guest feedback, service audits, and colleague assessments, and recommend improvement actions.
• Maintain training calendars, attendance records, training evaluations, competency records, and L&D reports.
• Coach and support colleagues and departmental trainers while promoting service excellence, employee engagement, and continuous improvement initiatives.

About You

• Strong knowledge of Learning & Development, training, and hospitality service standards.
• Excellent presentation, facilitation, coaching, and communication skills.
• Ability to assess training needs and develop practical learning solutions with good analytical skills with the ability to interpret training and service quality results.
• Strong interpersonal skills with the ability to work effectively with colleagues at all levels.
• Ability to motivate and influence multicultural teams.
• Proven experience coordinating and facilitating training programs across multiple hotel departments.
• Experience supervising departmental trainers or supporting a hospital-wide training function is an advantage.
• Exposure to service quality audits, guest satisfaction programs, mystery shopper results, or brand quality assessments is preferred.
• Diploma or bachelor’s degree in human resources, Hospitality Management, Learning & Development, Business Administration, or a related field preferred.
• Experience with Learning Management Systems (LMS), digital learning platforms, and training reporting is advantageous.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.