Learning and Development Manager - Quality

Hotel Mandarine Regency; Malaysia; On-site; MYR 60,000 - 80,000; Full time

Job summary

A luxury hotel chain in Malaysia is seeking a Learning & Development Manager – Quality to oversee the establishment of training initiatives and quality standards across the hotel. The successful candidate will develop training programs, conduct audits for service quality, and ensure consistency in brand values. Only candidates with a Bachelor's degree in Hospitality and 3–5 years of relevant experience will be considered. Excellent communication and analytical skills are necessary for this role, which also offers various health benefits to team members.

Benefits

Complimentary nights at hotels

Health benefits

Wellness programmes

Qualifications

• Minimum 3–5 years of training or quality assurance experience in the hotel industry.
• Strong knowledge of hotel operations and service standards is required.
• Experience handling Quality Assurance audits is a plus.

Responsibilities

• Develop and implement the annual Training Plan for the hotel.
• Conduct training needs analysis across all departments.
• Lead the hotel’s Quality Assurance programme.
• Champion the hotel’s brand values and service culture.
• Maintain all L&D and QA documentation for audit readiness.

Skills

Presentation skills

Analytical skills

Communication skills

Training systems proficiency

Motivational ability

Education

Bachelor's degree in Hospitality or related field

Tools

MS Office

Job description

About the job

The Learning & Development Manager – Quality is responsible for developing, implementing, and managing all training and quality initiatives to ensure service excellence within the hotel. This role ensures that team members receive relevant training, performance standards are met, and brand service quality is consistently delivered.

As Learning & Development Manager – Quality, you will be responsible for the following duties:

Learning & Development (L&D)

• Develop and implement the annual Training Plan in line with hotel goals and brand standards.
• Conduct training needs analysis across all departments.
• Deliver core training modules (orientation, service culture, grooming, complaint handling, leadership programmes, etc.).
• Coordinate external and internal training programmes.
• Maintain training records, matrices, and reports accurately.
• Monitor compliance with mandatory training requirements (e.g., safety, hygiene, brand training).
• Facilitate management and supervisory development programmes.

Quality Assurance

• Lead the hotel’s Quality Assurance programme in line with brand standards and SOPs.
• Conduct regular audits on service quality, grooming, housekeeping standards, and departmental SOP adherence.
• Ensure corrective action plans are implemented after QA audits, inspections, and guest feedback analysis.
• Monitor guest satisfaction scores and work with department heads to improve weak areas.
• Coordinate mystery guest audits and follow-up improvements.

Service Culture & Brand Standards

• Champion the hotel’s brand values and service culture.
• Design activities and initiatives to reinforce desired behaviours and service standards.
• Ensure consistent implementation of brand training modules across all levels.

Onboarding & Orientation

• Oversee onboarding programmes for new hires to ensure smooth integration into hotel culture.
• Conduct hotel induction/orientation for all new team members.

Documentation & Reporting

• Maintain all L&D and QA documentation for audit readiness.
• Prepare monthly training and quality performance reports.
• Track performance metrics such as training hours, participation rate, guest satisfaction improvement, and QA scores.
• Work closely with HR, department heads, and hotel management to meet training and quality goals.
• Support operational departments in developing SOPs and job-specific training materials.
• Provide coaching and guidance to departmental trainers/assistant trainers.

As Learning & Development Manager – Quality, we expect from you:

• Bachelors’ degree in Hospitality, Human Resources, or related field.
• Minimum 3–5 years of training or quality assurance experience in the hotel/hospitality industry.
• Strong knowledge of hotel operations and service standards.
• Excellent presentation, facilitation, and communication skills.
• Strong analytical skills with ability to interpret QA and guest satisfaction data.
• Proficiency in MS Office and training systems.
• Positive attitude with ability to motivate and engage teams.

Preferred Skills

• Experience with brand standard training (e.g., MO, Marriott, Hilton, IHG, Hyatt).
• Certified trainer or HRDF/HRD Corp Train-the-Trainer certification.
• Experience handling Quality Assurance audits or LQA (Leading Quality Assurance).

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.