Learning Development And Service Excellence Supervisor

Shangri-La Group; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Colleague stay/travel perks

Competitive benefits

Job summary

Shangri-La Group in Abu Dhabi is seeking a Learning, Development & Service Excellence Supervisor to lead training initiatives and coach teams across the hotel. You will ensure service standards align with brand quality and guest expectations, while partnering with department leaders to identify development needs and sustain a culture of continuous learning.

Experience supervising trainers and delivering a range of training programs, including induction, soft skills, and leadership development,

Qualifications

• Strong knowledge of Learning & Development and hospitality service standards.
• Ability to assess training needs and develop practical learning solutions.
• Experience supervising departmental trainers or hotel-wide training.

Responsibilities

• Coordinate and supervise delivery of induction, service standards, and leadership training.
• Conduct needs assessments with department heads to set priorities.
• Monitor service standards via observations, guest feedback, and audits.
• Maintain training calendars, evaluations, and competency records.
• Coach colleagues and trainers, promoting engagement and continuous improvement.

Skills

L&D expertise

Training delivery

Presentation skills

Coaching

Interpersonal skills

Multicultural teamwork

Leadership

Analytical skills

Training needs analysis

LMS experience

Education

HR / Hospitality / L&D degree

Tools

LMS

Digital learning

Training reporting

Job description

Job Description:

Learning, Development, and Service Excellence Supervisor

Shangri-La Group | Abu Dhabi, United Arab Emirates

About Us

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 hotel-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.