Learning & Quality Assurance Manager

Job description

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. Minimum 3 years' relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations, preferably within an international hotel environment. Strong knowledge of LQA, hotel service standards and quality assurance practices. Excellent facilitation, coaching and communication skills. Strong stakeholder management skills with the ability to influence and engage leaders and Heartists at all levels. Passionate about people development, service excellence and creating memorable guest experiences. Highly organised, proactive and able to manage multiple priorities independently. 5-day Work Week. Duty Meals are provided. Heartist F&B Discount and/or Preferential Room Rates at worldwide Accor Hotels. Flexible Benefit – Dental/Optical/Vacation Expenses. Comprehensive Medical & Insurance Coverage. Local/Overseas Career Development & Growth Opportunities. At Pullman Singapore Hill Street – our world is your playground; where playfulness meets peak performance, creativity meets innovation, business meets success. The 350-room hotel will feature a rooftop bar and executive lounge with sweeping views over Fort Canning, the Singapore River, and St Andrew’s Cathedral, along with a vibrant lobby, health and fitness centre and pool. At Pullman Singapore Hill Street, we don't do ordinary. We seek opportunities, connect with meaning, and make a positive impact so we can progress together, anytime & anywhere. #Progress Together, Anytime, Anywhere Pullman is the high-end international brand of the Accor group, mainly targeted at cosmopolitan travelers who have wide connections and enjoy combining work and pleasure. Accor is a world leading augmented hospitality group, with over 40 brands and more than 5,300 hotels all over the world. Come join us to make the world more welcoming, caring and inspiring. #WeAreHeartists