Quality / L&D Executive

Quality Assurance & Performance

• Lead hotel-wide quality initiatives, ensuring alignment with brand, company, regulatory, and operational standards.
• Provide leadership with real-time and periodic updates on hotel performance, guest satisfaction, quality trends, incidents, and key improvement priorities.
• Lead weekly quality reviews focused on guest feedback, defect trends, business standards, recurring issues, and corrective actions.
• Conduct regular quality audits and compliance assessments to identify gaps, risks, and opportunities for improvement.
• Facilitate structured problem-solving and root cause analysis to address quality issues and prevent recurrence.
• Monitor corrective and preventive actions, ensuring timely implementation and sustainable resolution.
• Engage with operational teams and guests to identify service gaps, understand root causes, and drive practical improvements.
• Promote a strong culture of quality, accountability, guest focus, and continuous improvement across the organization.
Learning & Development

• Identify training and competency needs based on quality findings, operational performance, guest feedback, audits, and business objectives.
• Design and deliver targeted learning programs focused on service excellence, quality standards, compliance, brand values, SOPs, and operational performance.
• Develop training materials, assessments, competency checklists, presentations, and learning resources.
• Coordinate onboarding, induction, refresher, and corrective training programs based on business and performance requirements.
• Partner with department leaders and HR to address performance gaps, strengthen employee capabilities, and support recognition and development initiatives.
• Evaluate training effectiveness through assessments, observations, KPIs, and post-training performance reviews.
LMS & Training Compliance

• Manage LMS learning paths, assignments, notifications, and completion requirements to maximize engagement and compliance.
• Maintain and continuously update the training content calendar to ensure learning materials remain relevant, accurate, and compliant.
• Establish completion timelines for mandatory, regulatory, and compliance training and follow up on outstanding requirements.
• Monitor training completion, competency, certification, and compliance across departments.
• Maintain accurate learning records and provide regular dashboards and reports to leadership and key stakeholders.
Quality, Competency & Continuous Improvement

• Connect quality and operational performance data with targeted learning and development solutions.
• Develop competency frameworks, role-specific competency matrices, and assessment tools for key positions.
• Ensure learning interventions address identified competency gaps and underlying root causes.
• Work with managers to establish development and improvement plans for employees not meeting required quality or competency standards.
• Support process improvement initiatives by translating quality findings, lessons learned, and operational challenges into effective learning solutions.
• Promote Quality by Design, knowledge sharing, and continuous learning across the organization.
Data, Reporting & Insights

• Develop and monitor KPIs covering quality, guest satisfaction, training, competency, compliance, and operational performance.
• Analyze quality and learning data to identify trends, recurring issues, performance gaps, and improvement opportunities.
• Prepare monthly and quarterly management reports, dashboards, and performance summaries covering audits, compliance, training effectiveness, competency, non-conformities, and improvement initiatives.
• Provide data-driven recommendations to leadership to support decision-making and improve overall business performance.
• Maintain accurate quality and learning documentation, records, and evidence of compliance.

Function: Customer Service
Experience Level: Mid-Senior Level