Quality & Development Manager

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Key Roles & Responsibilities

Quality & Guest Experience

• Monitor, review, and analyze guest feedback from internal and external channels (e.g., TrustYou, RPS, LQA, guest comment cards, online platforms).

• Identify recurring issues, trends, and opportunities for improvement, and initiate corrective actions in collaboration with department heads.

• Conduct regular audits, inspections, and mystery checks to ensure compliance with brand and LQA standards.

• Coordinate and lead the Quality Committee meetings, ensuring follow-up on action plans.

• Maintain and update the hotel’s quality improvement plan in line with brand and corporate requirements.

Training & Development

• Assess training needs across departments and design effective learning programs that enhance service excellence and operational skills.

• Deliver training sessions, workshops, and coaching on Raffles service culture, grooming standards, and LQA expectations.

• Support onboarding of new Heartists (employees), ensuring they receive proper orientation and integration into the brand culture.

• Track and evaluate the effectiveness of training programs, adjusting content and delivery to maximize impact.

Performance & Standards

• Support the hotel in achieving target scores in RPS (Reputation Performance Score), EES (Employee Engagement Survey), and LQA audits.

• Work closely with Heads of Departments to implement corrective and preventive actions addressing performance gaps.

• Ensure operational departments maintain consistent service delivery, presentation, and grooming standards.

• Drive a culture of continuous improvement and innovation in guest service delivery.

Communication & Collaboration

• Act as the liaison between hotel operations and corporate Quality & Learning teams.

• Communicate feedback results, best practices, and improvement initiatives to management and staff regularly.

• Partner with HR to align learning and development initiatives with hotel and corporate objectives.

• Bachelor’s degree in Hospitality Management, Training & Development, or related field.

• Minimum 3–5 years of experience in a similar role within a luxury hotel environment.

• Strong knowledge of guest experience management systems (e.g., TrustYou) and quality assurance processes.

• Proven track record in training design, facilitation, and coaching.

• Excellent communication and interpersonal skills with fluency in English (Khmer and/or French an advantage).

• Strong analytical, organizational, and problem-solving abilities.

• Ability to work collaboratively with multiple stakeholders while maintaining attention to detail.

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.