Learning & Development & Service Excellence Supervisor

About the role

As a Learning, Development & Service Excellence Supervisor you will support the implementation of learning, development and service excellence initiatives across the hotel. You will supervise training activities, coach colleagues and monitor service standards to ensure consistent delivery of the guest experience while working closely with department leaders to identify development needs and promote a culture of continuous learning.

Key responsibilities

• Coordinate and supervise the delivery of training programs, including induction, service standards, technical, leadership and soft‑skills training.
• Conduct training needs assessments and collaborate with department heads to identify learning priorities.
• Monitor service standards through quality observations, guest feedback, audits and colleague assessments, recommending improvement actions.
• Maintain training calendars, attendance records, evaluations, competency records and L&D reports.
• Coach and support colleagues and departmental trainers while promoting service excellence, employee engagement and continuous improvement.

Required profile

• Strong knowledge of Learning & Development, training and hospitality service standards.
• Excellent presentation, facilitation, coaching and communication skills.
• Ability to assess training needs, develop practical solutions and interpret training and service quality results.
• Strong interpersonal skills and ability to work effectively with colleagues at all levels.
• Proven experience coordinating and facilitating training programs across multiple hotel departments.
• Experience supervising departmental trainers or supporting a hotel‑wide training function is an advantage.
• Exposure to service quality audits, guest satisfaction programs, mystery shopper results or brand quality assessments is preferred.
• Diploma or bachelor’s degree in Human Resources, Hospitality Management, Learning & Development, Business Administration or a related field is preferred.
• Experience with Learning Management Systems, digital learning platforms and training reporting is advantageous.

Required skills

• Learning Management Systems (LMS)
• Digital learning platforms
• Training reporting

What we offer

• A workplace that values passion and supports personal growth.
• Structured learning and development pathways with real advancement opportunities.
• Competitive benefits, recognition programs and colleague stay/travel perks.
• Inclusive teams that promote diversity, respect and a secure environment.
• Equal opportunity employer welcoming all qualified candidates.