Learning & Quality Assurance Manager

About the role

Pullman Singapore Hill Street, a 350-room hotel by Accor, is looking for a Learning & Quality Assurance Manager to lead its Learning & Development initiatives while driving service quality and Leading Quality Assurance (LQA) standards across the hotel. The role combines learning, coaching and quality assurance to strengthen staff capabilities and ensure a consistent, high-quality guest experience.

Key responsibilities

• Lead and implement the hotel's Learning & Development strategy, including training programmes, onboarding and leadership development.
• Drive the implementation and continuous improvement of LQA and service standards across all departments.
• Conduct quality reviews, identify service gaps and work with department leaders on action plans and follow-up.
• Develop and facilitate training, coaching and service excellence programmes.
• Partner with Heads of Department to identify learning needs and build team capability.
• Monitor training effectiveness and quality performance through feedback, audits and guest insights.
• Prepare the hotel for LQA assessments so standards are understood, embedded and consistently demonstrated.
• Promote a culture of service excellence, continuous learning and improvement, and support employee engagement and People & Culture initiatives as required.

Required profile

• Minimum 3 years' relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations, preferably in an international hotel environment.
• Strong knowledge of LQA, hotel service standards and quality assurance practices.
• Excellent facilitation, coaching and communication skills.
• Strong stakeholder management skills, able to influence and engage leaders and staff at all levels.
• Passion for people development, service excellence and memorable guest experiences.
• Highly organised, proactive and able to manage multiple priorities independently.

What we offer

• 5-day work week.
• Duty meals.
• Heartist F&B discount and/or preferential room rates at worldwide Accor hotels.
• Flexible benefit covering dental, optical and vacation expenses.
• Comprehensive medical and insurance coverage.
• Career development and growth opportunities locally and overseas.