Learning, Development & Quality Manager

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We are looking for a heartfelt Learning, Development & Quality Manager who will be responsible for strategically enhancing the hotel's performance by identifying training needs, developing effective learning initiatives, and meticulously overseeing quality standards to ensure exceptional Heartist and guest experiences.

• Identify training needs through various sources (guest feedback, appraisals, departmental requests), develop comprehensive annual training plans, and create quarterly and annual training calendars to meet hotel goals and ambassador development.
• Design, source, and deliver a variety of training courses, including new hire orientation programs, ensuring they generate a positive first impression and emphasize guest service.
• Supervise and monitor on-the-job training initiatives, ensuring HODs utilize available tools, and provide guidance to managers and ambassadors on training opportunities and career development.
• Maintain accurate training records and monitor the effectiveness of pre- and post-course briefings to maximize training benefits and identify future needs.
• Create quality awareness, communicate quality requirements and policies, and promote continuous improvement throughout the Hotel.
• Schedule and monitor audits of various areas based on hotel and LQA standards, and analyze LQA data to formulate action plans with departments.
• Regularly analyze guest feedback from various sources (TrustYou, LQA, social media, Tripadvisor), generate daily guest satisfaction reports, and participate in briefings to present results and discuss incidents.
• Be a brand and quality Heartist by nature enforcing the "Language of Luxury” in every step of the day

• Bachelor’s degree in Human Resources management or Hospitality Management
• Previous experience of leadership in the area of ​​Quality, L&D or similar area
• Knowledge of luxury hotel standards
• Ability to train and develop team members
• Excellent organizational skills
• Analytical skills