Learning & Quality Assurance Manager

Pullman Singapore Hill Street is a luxury hotel featuring 350 rooms, a rooftop bar, executive lounge, and wellness facilities. Part of Accor's global brand portfolio, it caters to cosmopolitan travelers blending work and leisure with exceptional hospitality.

We are looking for a passionate and people-focused Learning & Quality Assurance Manager to lead Learning & Development initiatives and drive Leading Quality Assurance (LQA) standards, enhancing Heartists' capabilities and ensuring consistent, high-quality guest experiences.

• Lead and implement the hotel's Learning & Development strategy, including designing and delivering training programmes, onboarding, and leadership development to build team capabilities.
• Drive the implementation and continuous improvement of LQA and service standards across all departments to maintain high-quality guest service.
• Conduct quality reviews to identify service gaps and collaborate with department leaders to develop and execute action plans for improvement.
• Develop and facilitate engaging training, coaching, and service excellence programmes to enhance employee skills and guest satisfaction.
• Partner with Heads of Department to assess learning needs and build targeted capability development within their teams.
• Monitor training effectiveness and quality performance by analyzing feedback, conducting audits, and reviewing guest insights.
• Prepare the hotel for LQA assessments by ensuring all standards are clearly understood, embedded, and consistently demonstrated by staff.
• Promote a strong culture of service excellence, continuous learning, and continuous improvement through leadership and communication.
• Support employee engagement and contribute to People & Culture initiatives to foster a positive workplace environment.