We are looking for a proactive and passionate Assistant Manager, Learning & Quality Assurance to drive the implementation of Leading Quality Assurance (LQA) standards while supporting the hotel's Learning & Development initiatives.
Working closely with Heads of Department, you will strengthen service standards, develop Heartists' capabilities and champion a culture of continuous learning and service excellence to deliver memorable guest experiences.
Key Responsibilities
Coordinate and implement Learning & Development programmes, including onboarding, orientation, service training and leadership development initiatives.
Drive the implementation and monitoring of LQA and hotel service standards across all departments.
Conduct quality checks and service observations, identify performance gaps and work with Heads of Department to develop and follow up on corrective action plans.
Partner with departmental trainers to reinforce service standards through coaching, training and on-the-job guidance.
Coordinate LQA assessment preparations, monitor departmental readiness and track progress against improvement plans.
Analyze relevant guest feedback, quality assessment findings and training effectiveness to identify opportunities for improvement.
Maintain accurate training records, reports, learning materials and quality assurance documentation.
Promote a strong service culture through continuous learning, coaching and service excellence initiatives.
Support team engagement and other People & Culture projects as required.
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