Learning and Quality Manager - Saudi National

Fairmont RAMLA RIYADH seeks passionate and adventurous individuals to join our incredible team in the KSA heart of Riyadh. Our hotel offers various jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that is working in Fairmont RAMLA Riyadh and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in a luxury hotel, don't miss out on this opportunity.

Our commitment to Diversity & Inclusion:

Since 1907, Fairmont Hotels & Resorts has been dedicated to crafting unforgettable experiences for both guests and colleagues alike. Essential to this success has been diversity, equity, and inclusion woven into the fabric of our brand’s DNA. We pride ourselves on being an equal-opportunity employer, fostering an open and inclusive culture that welcomes everyone, empowers all colleagues, and cultivates individual and collective innovation and performance. Our ambition is to provide all of our Talent with fair and equitable opportunities to grow to attain their full potential. We believe that diversity in our teams not only enriches the lives of our Talent but also provides the best possible experience to everyone who visits our iconic hotels and resorts worldwide. 

Basic Function

We are seeking a dynamic and experienced Learning & Quality Manager to oversee the development and implementation of our associate development programs, and onboarding programs, and control guest satisfaction. The ideal candidate will be passionate about fostering a culture of continuous learning, growth, and excellence.

Duties & Responsibilities:

1. Provide ongoing coaching, feedback, and guidance to leaders to ensure consistent and quality on-the-job training is taking place.
2. Actively monitor onboarding experience, facilitate ongoing check-in with new hires, and provide feedback to trainers and leaders for effective communication and retention.
3. Coach and counsel all colleagues on job-related issues, career development, and performance management, providing performance management support and guidance to leaders.
4. Act as an internal consultant to provide expert coaching programs.
5. Monitor operations and guest and external audit feedback, ensure operational presence to observe, identify training needs, validate training and program implementation effectiveness, facilitate new hire onboarding, Train the Trainer, and other corporate training programs.
6. Ensure all guests’ complaints are responded to promptly, ensuring excellent service recovery. Also, comments, alerts, and requests are addressed as per standards.
7. Keeps management informed of all complaints received from guests.
8. Follows up with all departments, in case of guest complaints and ensures corrective actions are done in a timely fashion.
9. Represent the company with guests, reinforcing a guest-focused approach to the hotel operations at all times.
10. Ensures positive guest experience, and high employee morale through training.

• Previous operational hospitality experience, a minimum of 2 years is required.
• Previous leadership experience is an asset.
• Ability to be independent with the ability to influence all levels of the organization; and drive key initiatives while working cohesively as part of a larger team.
• Exceptionally organized, disciplined, proactive, and innovative.
• Proven experience with creating and executing full-cycle processes.
• Fluent in the English language.
• Sound knowledge of adult learning principles and instructional design.
• Excellent communication and presentation skills.

What is in it for you:

• Competitive extended benefits package including medical, vision, and dental for full-time permanent status
• Employee Travel Program
• Comprehensive Wellness Platform
• Discounts on food & beverage
• Opportunity to develop your talent and grow within Fairmont RAMLA RIYADH and over 5,000 properties with Accor

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. To discover the life that awaits you at Accor, visit: https://careers.accor.com/

Do what you love, care for the world, and dare to challenge the status quo! #BELIMITLESS