Quality and L&D Manager

JOB SUMMARY The Quality and Learning & Development Manager is responsible for leading the property's quality assurance and learning strategy to drive exceptional guest experiences, employee engagement, and operational excellence. The role implements and oversees quality assurance processes, ensuring alignment with the company's mission, vision, brand standards, and customer expectations, while championing a culture of continuous improvement and change. Simultaneously, the position is responsible for identifying training and development needs, designing, delivering, and evaluating learning initiatives that enhance employee skills, performance, career growth, and organizational effectiveness. The role ensures that all learning and development activities are strategically linked to business objectives, quality standards, and service excellence goals, while fostering employee satisfaction, capability building, and a high-performance culture across the property. CANDIDATE PROFILE Education and Experience • Tertiary Qualification from an accredited university in Human Resources, Hotel Management, Hospitality, Business Administration, or related major; • 2 years experience in management operations, learning and development, human resources or related professional area • Proficient in MS Office and Learning Management Systems (LMS); Familiarity with e-learning platforms and practices • Extensive experience and/or knowledge of hotel business and effective learning and development methods • Facilitation skills and experience with SDF processes - Knowledge of training design, development, and delivery • Excellent communication and presentation skills • Strong interpersonal skills • Experience with Workplace Skills Plan (WSP) & Annual Training Report (ATR) submission

CORE WORK ACTIVITIES Managing Quality Assurance Goals • Accountable for achieving and maintaining the property's Guest Satisfaction Score (GSS) at the established target level • Attends daily management meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training. • Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas. • Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits. • Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers and associates. • Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution. • Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable. • Immerses in operations to better understand issues/defects faced on the ground. • Drives several initiatives for business standard audits and guestvoice. • Conducts monthly audit to verify compliance with company and brand standards. • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. • Directs property quality efforts to address critical customer requirements. • Completes other reasonable duties as requested by leadership.

Managing the Guest Experience • Reviews guest feedback with leadership team and verifies appropriate corrective action is taken. • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction. • Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.). Administering Learning and Development • Promotes