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.