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.

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.

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.

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.

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…