Assistant Manager, Learning & Quality Assurance

Novotel & ibis Balikpapan; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Duty meals provided

Heartist F&B discount and/or room rate

Flexible Benefit - Dental/Optical/Vac

Comprehensive Medical & Insurance

Local/Overseas career development

Job summary

Novotel & ibis Balikpapan is seeking a proactive Assistant Manager, Learning & Quality Assurance to lead the rollout of Leading Quality Assurance standards while supporting Learning & Development initiatives. You will work with Heads of Department to raise service levels, develop Heartists' capabilities and foster a culture of continuous learning and guest-focused service.

Responsibilities include coordinating training programmes, monitoring LQA compliance, conducting quality checks, coaching

Qualifications

• Diploma or Degree in HR, Hospitality Management, Learning & Development or a related discipline.
• Preferably 3–5 years of relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations.
• Knowledge of LQA standards and luxury hospitality service expectations will be an advantage.
• Good facilitation, presentation, communication and coaching skills.
• Strong stakeholder management skills, with the ability to engage and influence colleagues across different departments.
• Analytical, organised and detail-oriented, with the ability to monitor performance gaps and drive follow-up actions independently.
• Proactive, resourceful and passionate about people development and delivering exceptional guest experiences.
• 5-day Work Week.

Responsibilities

• Coordinate and implement Learning & Development programmes, including onboarding, orientation, service training and leadership development initiatives.
• Drive the implementation and monitoring of LQA and hotel service standards across all departments.
• Conduct quality checks and service observations, identify performance gaps and work with Heads of Department to develop and follow up on corrective action plans.
• Partner with departmental trainers to reinforce service standards through coaching, training and on-the-job guidance.
• Coordinate LQA assessment preparations, monitor departmental readiness and track progress against improvement plans.
• Analyze relevant guest feedback, quality assessment findings and training effectiveness to identify opportunities for improvement.
• Maintain accurate training records, reports, learning materials and quality assurance documentation.
• Promote a strong service culture through continuous learning, coaching and service excellence initiatives.
• Support team engagement and other People & Culture projects as required.

Skills

facilitation

presentation

communication

coaching

stakeholder management

analytical

detail-oriented

people development

service excellence

Education

Diploma or Degree in HR/ Hospitality/ Learning & Development

Job description

We are looking for a proactive and passionate Assistant Manager, Learning & Quality Assurance to drive the implementation of Leading Quality Assurance (LQA) standards while supporting the hotel's Learning & Development initiatives. Working closely with Heads of Department, you will strengthen service standards, develop Heartists' capabilities and champion a culture of continuous learning and service excellence to deliver memorable guest experiences.

Key Responsibilities

• Coordinate and implement Learning & Development programmes, including onboarding, orientation, service training and leadership development initiatives.
• Drive the implementation and monitoring of LQA and hotel service standards across all departments.
• Conduct quality checks and service observations, identify performance gaps and work with Heads of Department to develop and follow up on corrective action plans.
• Partner with departmental trainers to reinforce service standards through coaching, training and on-the-job guidance.
• Coordinate LQA assessment preparations, monitor departmental readiness and track progress against improvement plans.
• Analyze relevant guest feedback, quality assessment findings and training effectiveness to identify opportunities for improvement.
• Maintain accurate training records, reports, learning materials and quality assurance documentation.
• Promote a strong service culture through continuous learning, coaching and service excellence initiatives.
• Support team engagement and other People & Culture projects as required.

Diploma or Degree in Human Resources, Hospitality Management, Learning & Development or a related discipline.

Preferably 3-5 years of relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations.

Knowledge of LQA standards and luxury hospitality service expectations will be an advantage.

Good facilitation, presentation, communication and coaching skills.

Strong stakeholder management skills, with the ability to engage and influence colleagues across different departments.

Analytical, organised and detail-oriented, with the ability to monitor performance gaps and drive follow-up actions independently.

Proactive, resourceful and passionate about people development and delivering exceptional guest experiences.

5-day Work Week.

• Duty Meals are provided.
• Heartist F&B Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit - Dental/Optical/Vacation Expenses.
• Comprehensive Medical & Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.