Company Description
At Pullman Singapore Hill Street – our world is your playground; where playfulness meets peak performance, creativity meets innovation, business meets success.
The 350-room hotel will feature a rooftop bar and executive lounge with sweeping views over Fort Canning, the Singapore River, and St Andrew’s Cathedral, along with a vibrant lobby, health and fitness centre and pool.
At Pullman Singapore Hill Street, we don't do ordinary. We seek opportunities, connect with meaning, and make a positive impact so we can progress together, anytime & anywhere. #Progress Together, Anytime, Anywhere
Pullman is the high-end international brand of the Accor group, mainly targeted at cosmopolitan travelers who have wide connections and enjoy combining work and pleasure.
Accor is a world leading augmented hospitality group, with over 40 brands and more than 5,300 hotels all over the world. Come join us to make the world more welcoming, caring and inspiring. #WeAreHeartists
Job Description
We are looking for a passionate and people-focused Learning & Quality Assurance Manager to lead our Learning & Development initiatives while driving service quality and Leading Quality Assurance (LQA) standards across the hotel.
This role combines learning, coaching and quality assurance to strengthen our Heartists' capabilities and ensure a consistent, high-quality guest experience.
Key Responsibilities
- Lead and implement the hotel's Learning & Development strategy, including training programmes, onboarding and leadership development.
- Drive the implementation and continuous improvement of LQA and service standards across all departments.
- Conduct quality reviews, identify service gaps and work closely with department leaders on action plans and follow-up.
- Develop and facilitate engaging training, coaching and service excellence programmes.
- Partner with Heads of Department to identify learning needs and build capability within their teams.
- Monitor training effectiveness and quality performance through relevant feedback, audits and guest insights.
- Prepare the hotel for LQA assessments, ensuring standards are understood, embedded and consistently demonstrated.
- Promote a strong culture of service excellence, continuous learning and continuous improvement.
- Support employee engagement and other People & Culture initiatives as required.
Qualifications
- Minimum 3 years' relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations, preferably within an international hotel environment.
- Strong knowledge of LQA, hotel service standards and quality assurance practices.
- Excellent facilitation, coaching and communication skills.
- Strong stakeholder management skills with the ability to influence and engage leaders and Heartists at all levels.
- Passionate about people development, service excellence and creating memorable guest experiences.
- Highly organised, proactive and able to manage multiple priorities independently.
Additional Information
- 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.
