Learning & Quality Lead for Luxury Hotel Guest Excellence

EL DEVELOPMENT (VENTURES) PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Pullman Singapore Hill Street is seeking a passionate Learning & Quality Assurance Manager to lead Learning & Development initiatives and drive Leading Quality Assurance standards, enhancing Heartists' capabilities and ensuring consistent, high-quality guest experiences.

The role focuses on designing training, onboarding, leadership development, and continuous improvement across all departments to elevate service levels and guest satisfaction.

Responsibilities

• Lead Learning & Development strategy, including designing and delivering training programmes, onboarding, and leadership development to build team capabilities.
• Drive implementation and continuous improvement of LQA and service standards across all departments to maintain high-quality guest service.
• Conduct quality reviews to identify service gaps and collaborate with department leaders to develop and execute action plans for improvement.
• Develop and facilitate engaging training, coaching, and service excellence programmes to enhance employee skills and guest satisfaction.
• Partner with Heads of Department to assess learning needs and build targeted capability development within their teams.
• Monitor training effectiveness and quality performance by analyzing feedback, conducting audits, and reviewing guest insights.
• Prepare the hotel for LQA assessments by ensuring all standards are clearly understood, embedded, and consistently demonstrated by staff.
• Promote a strong culture of service excellence, continuous learning, and continuous improvement through leadership and communication.
• Support employee engagement and contribute to People & Culture initiatives to foster a positive workplace environment.

Job description

Pullman Singapore Hill Street is seeking a passionate Learning & Quality Assurance Manager to lead Learning & Development initiatives and drive Leading Quality Assurance standards, enhancing Heartists' capabilities and ensuring consistent, high-quality guest experiences.

The role focuses on designing training, onboarding, leadership development, and continuous improvement across all departments to elevate service levels and guest satisfaction.