JOB SUMMARY

Reporting to the Hotel Manager, the Cluster Quality & Learning Manager plays a pivotal role in driving excellence across hotel operations. This role is responsible for overseeing and enhancing the hotel's quality management systems, ensuring alignment with Accor's brand standards and local regulations, and fostering a culture of continuous improvement to consistently elevate the guest experience.

What you will be DOING:

Quality Assurance & Compliance

• Partner closely with the management and operations teams to drive and create action for performance in guest satisfaction index, audits and KPIs, etc. to achieve the following established key goals :

- LQA Standards

- Hotel Reputation Performance Score (RPS) e.g. Trust You / Google / Booking Reviews , etc.

• Ensure implementation and compliance of standard operating procedures (SOPs), checklists, and guidelines to ensure consistent service delivery.

• Regularly review and enhance quality control frameworks to align with evolving guest expectations and industry best practices.

Audits & Inspections

• Plan and execute periodic internal audits to assess compliance and performance.

• Partner with department heads to facilitate audits and inspections across hotel departments.

• Evaluate audit results, address non-conformities, and drive the implementation of corrective measures.

Guest Feedback & Experience Management

• Monitor guest feedback from multiple platforms including surveys, online reviews, and direct communication.

• Analyse feedback trends and develop targeted action plans to improve service quality and guest satisfaction.

• Implement initiatives to boost guest engagement, loyalty, and service recovery effectiveness.

Learning & Development

• Cultivate a learning environment that empowers employees to uphold quality standards and exceed guest expectations.

• Lead onboarding programs and brand/service culture training for new hires and existing team members.

• Identify training needs in collaboration with operational leaders and deliver targeted soft kills workshops and coaching.

• Guide and coach operational leaders in developing and implementing on-job-training programs in their respective area.

Continuous Improvement

• Champion and facilitate cross-functional improvement initiatives focused on efficiency, innovation, and service excellence.

• Leverage performance data and KPIs to evaluate improvement efforts and drive operational enhancements.

• Promote a proactive approach to problem-solving and innovation throughout the organization.

Reporting & Communication

• Produce detailed quality and performance reports for senior leadership, highlighting key metrics, audit findings, and project outcomes.

• Maintain open channels of communication with all departments to reinforce quality standards and improvement goals.

General

• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.

• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

• Degree/Diploma in Hospitality Management , Hospitality Management, Human Resources, Business Administration or equivalent

• Minimum of 3 years of experience in quality assurance or learning & development within the hospitality industry

• Strong understanding of quality assurance methodologies and hotel operational standards

• Good business acumen, critical thinking and strategic decision-making skills

• Strong human relations and influencing skills

• Strong communications (verbal and written), planning and coordination skills

• Analytical mindset with the ability to translate insights into actionable improvements.

• Ability to work independently and take initiative

• Strong time management skills