Learning & Quality Assurance Manager

Company Overview

Pullman Singapore Hill Street is a luxury hotel featuring 350 rooms, a rooftop bar, executive lounge, and wellness facilities. Part of Accor's global brand portfolio, it caters to cosmopolitan travelers blending work and leisure with exceptional hospitality.

Job Summary

We are looking for a passionate and people-focused Learning & Quality Assurance Manager to lead Learning & Development initiatives and drive Leading Quality Assurance (LQA) standards, enhancing Heartists' capabilities and ensuring consistent, high-quality guest experiences.

Responsibilities

• Lead and implement the hotel's Learning & Development strategy, including designing and delivering training programmes, onboarding, and leadership development to build team capabilities.
• Drive the implementation and continuous improvement of LQA and service standards across all departments to maintain high-quality guest service.
• Conduct quality reviews to identify service gaps and collaborate with department leaders to develop and execute action plans for improvement.
• Develop and facilitate engaging training, coaching, and service excellence programmes to enhance employee skills and guest satisfaction.
• Partner with Heads of Department to assess learning needs and build targeted capability development within their teams.
• Monitor training effectiveness and quality performance by analyzing feedback, conducting audits, and reviewing guest insights.
• Prepare the hotel for LQA assessments by ensuring all standards are clearly understood, embedded, and consistently demonstrated by staff.
• Promote a strong culture of service excellence, continuous learning, and continuous improvement through leadership and communication.
• Support employee engagement and contribute to People & Culture initiatives to foster a positive workplace environment.

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