Quality and Learning & Development Manager

About the role

The Quality and Learning & Development Manager ensures that quality assurance processes and training initiatives are tightly aligned with the hotel’s mission, brand standards, and guest expectations. This role drives continuous improvement, monitors employee satisfaction, and champions a culture of quality across all operational areas.

Key responsibilities

• Attend daily executive committee meetings to provide real‑time performance updates and address guest incidents.
• Present weekly analysis of defect trends, guest feedback, and recommend focus areas.
• Coordinate weekly quality meetings covering guest voice, top incidents, and business standard audits.
• Track and communicate progress of quality‑related activities to executives, managers, and corporate office.
• Facilitate problem‑solving and process‑improvement teams, ensuring systematic use of quality tools.
• Conduct monthly audits to verify compliance with company and brand standards.
• Immerse in operations to identify ground‑level issues and drive corrective actions.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management, or related field with 4 years relevant experience, OR a 4‑year degree with 2 years experience.
• Solid understanding of hotel operations and quality management practices.
• Experience with data collection, budget preparation, and cost control.
• Strong analytical mindset and attention to detail.

Required skills

• Six Sigma methodology
• Total Quality Management (TQM)
• Statistical analysis tools
• Database software
• Microsoft Word
• Microsoft Excel
• Graphic software for reporting

What we offer

• Full‑time, permanent position in a leading hospitality brand.
• Opportunities for professional growth and certification support.
• Dynamic work environment focused on excellence.