DIRECTOR OF LEARNING & QUALITY

Position Overview:

The Director of Learning & Quality is responsible for developing, implementing, and overseeing learning, development, and quality assurance programs across all hotels within the group. This role ensures that the workforce is skilled, engaged, and aligned with the company’s standards, while also maintaining high levels of guest satisfaction through consistent quality management. Director of Learning & Quality will lead the creation of training initiatives, monitor service quality, and drive continuous improvement across all hotels. The Director of Learning & Quality will be reporting to the Chief Operating Officer and Director of Human Resources.

Key Responsibilities:

• Develop and implement a comprehensive learning and development strategy that aligns with the company goals.
• Design, deliver, and evaluate training programs to enhance employee skills, knowledge, and performance across all hotels.
• Oversee the creation of onboarding programs for new employees to ensure a smooth integration into the company culture.
• Identify training needs through job analysis, performance reviews, and discussion with department heads.
• Monitor and evaluate the effectiveness of training programs and modify them as necessary to ensure continuous improvement.
• Develop, implement, and maintain quality assurance programs to ensure all hotels adhere to the group’s standards.
• Conduct regular audits and inspections across all properties to assess compliance with brand standards, operational procedures, and service quality.
• Stay informed of industry trends and advancements in learning and quality assurance to ensure the group remains competitive.
• Develop and implement guest feedback mechanisms to monitor and respond to guest satisfaction levels.

Qualifications:

• Bachelor’s degree in hospitality management, Human Resources, Business Administration, or a related field.
• Minimum of 7 years of experience in a learning, development, or quality assurance role within the hospitality industry, with at least 3 years in a senior managerial position.
• Proven experience in developing and implementing training and quality assurance programs.
• Strong leadership, excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.