Learning & Quality Manager

We are currently looking for a Learning & Quality Manager who prides themselves on their ability to drive exceptional guest experiences through targeted and measured training platforms. It is key for this role that the individual have a high level of attention to detail to ensure quality assurance and high standards. You should have a strong and engaging personality, be flexible, able to work under pressure, good at multitasking and very proficient in MS Office. You will be responsible to develop our colleagues, helping us achieve our goal of being number 1 for our colleagues, guests and owners!

This role will include key responsibilities such as:

Learning & Development

• Conduct all Training Needs Analysis for the Hotel Establishing core competencies required for key positions and identify/develop training programs for all development needs
• Establish and drive a high level of Leadership strength and competence through training/seminars/ resources
• Establish a departmental trainer platform to drive effectiveness in delivery of training programs and recommendation for improvement
• Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities
• Create a talent pool of high potentials within the business from the Annual Performance Appraisals
• Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals
• Develop a network with other L&D professionals to learn best practices and establish game changers to the business
• Manage the day to day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments
• Support and establish a learning culture within the hotel

Quality Assurance

• Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve
• Participate in the daily Operations meeting
• Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis monitor improvements and communicate progress)
• Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience
• Develop and conduct service quality and brand standards audits
• Educate colleagues on the brand standards and ensure departmental trainings related to standards are taking place
• Lead and support departments in the annual quality evaluation audit
• Takes necessary actions post quality evaluation audit and guest experience evaluation

What we need from you

Ideally, the candidate should possess a minimum of 3 to 5 years of relevant experience within a senior capacity in the Hotel Industry (5-star hotel preferable). You should be enthusiastic, spontaneous, & emphatic. You will bring with you strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage. You should have a bachelor or master s degree in Human Resources or Quality Assurance with a proven track record of training capabilities.

The ideal candidate will be result oriented and a self-motivated along with a positive attitude. You should have the ability to think laterally and display a high level of integrity. You should also have the ability to identify, impact and influence others. You are a strong team player, enthusiastic and flexible.