Learning, Development & Quality Manager

Fairmont Hotels & Resorts; Dubai; On-site; AED 150,000 - 250,000; Full time

Job summary

A leading hotel group seeks a passionate Learning, Development & Quality Manager to enhance performance and guest experiences. The role involves identifying training needs, developing training programs, and enforcing quality standards. Ideal candidates will possess strong leadership skills, relevant educational background, and a commitment to delivering exceptional service.

Qualifications

• Previous leadership experience in Quality, L&D or similar area.
• Knowledge of luxury hotel standards.
• Ability to train and develop team members.

Responsibilities

• Identify training needs and develop annual training plans.
• Design and deliver various training courses and supervise on-the-job training.
• Monitor audits and analyze guest feedback.

Skills

Organizational skills

Analytical skills

Training and development

Education

Bachelor’s degree in Human Resources management or Hospitality Management

Tools

LQA standards

Job description

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

We are looking for a heartfelt Learning, Development & Quality Manager who will be responsible for strategically enhancing the hotel's performance by identifying training needs, developing effective learning initiatives, and meticulously overseeing quality standards to ensure exceptional Heartist and guest experiences.

• Identify training needs through various sources (guest feedback, appraisals, departmental requests), develop comprehensive annual training plans, and create quarterly and annual training calendars to meet hotel goals and ambassador development.
• Design, source, and deliver a variety of training courses, including new hire orientation programs, ensuring they generate a positive first impression and emphasize guest service.
• Supervise and monitor on-the-job training initiatives, ensuring HODs utilize available tools, and provide guidance to managers and ambassadors on training opportunities and career development.
• Maintain accurate training records and monitor the effectiveness of pre- and post-course briefings to maximize training benefits and identify future needs.
• Create quality awareness, communicate quality requirements and policies, and promote continuous improvement throughout the Hotel.
• Schedule and monitor audits of various areas based on hotel and LQA standards, and analyze LQA data to formulate action plans with departments.
• Regularly analyze guest feedback from various sources (TrustYou, LQA, social media, Tripadvisor), generate daily guest satisfaction reports, and participate in briefings to present results and discuss incidents.
• Be a brand and quality Heartist by nature enforcing the "Language of Luxury” in every step of the day

Qualifications

• Bachelor’s degree in Human Resources management or Hospitality Management
• Previous experience of leadership in the area of Quality, L&D or similar area
• Knowledge of luxury hotel standards
• Ability to train and develop team members
• Excellent organizational skills
• Analytical skills