Franchise Hotel – Learning & Quality Manager

Develop and implement the annual Learning & Development plan aligned with the hotel’s business goals.
Conduct training needs analysis in coordination with department heads.
Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.
Maintain accurate training records and track completion rates.
Support department trainers and ensure training consistency across departments.
Promote a learning culture and encourage career development among employees.
Facilitate performance management workshops and support succession planning initiatives.

Ensure all operations comply with brand quality and service standards.
Conduct regular quality audits and inspections in guest areas, F&B outlets, and back-of-house.
Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.
Analyze guest feedback trends and coordinate with departments for improvement action plans.
Support pre-opening or rebranding training and quality implementation if required.
Prepare and present monthly reports on training and quality performance to management.

Foster a positive work environment that promotes teamwork, motivation, and employee engagement.
Coordinate colleague recognition programs and employee activities.
Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.
Support HR initiatives and contribute to employee retention strategies.

What we need from you

Bachelor’s degree in Hospitality Management, Human Resources, or related field.
Minimum 3-5 years of experience in Learning & Development or Quality Assurance in a 4 or 5-star hotel.
Strong knowledge of hotel operations and service standards.
Excellent presentation, facilitation, and communication skills.
Proficiency in Microsoft Office and learning management systems (LMS).

Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.
Strong leadership and interpersonal skills
Analytical and detail-oriented
Passion for people development and service excellence
High level of organization and time management
Ability to inspire and engage teams

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