Title:  Manager, Service Excellence & Learning Development

Job Requisition ID:  1258

Primary Responsibilities

  • Analyze, determine and concur on in-house quality procedures, standards and specifications
  • Assess guest requirement and ensuring that guests expectations are met
  • Investigate and set standards for quality, health and safety
  • Establish standards, procedures and systems to support the service and training program
  • Assist Operation Managers in the development and implementation of on-going training, in addition to monthly training calendars to meet specific departmental needs
  • Identify training needs or gaps and implement solutions to maximize results to positively impact the Hotels productivity and performance
  • Conduct and track regular internal audits to evaluate the effectiveness of training initiatives in meeting our business objectives, in addition to providing recommendations for improvements
  • Conduct Hotels specific training courses (i.e. Suggestive Selling, Product Training, Service Standards, Guest Experience, etc.)
  • Ensure compliance with all safety regulations of assigned tasks and ensure a clean and safe working environment with active participation in the company’s health and safety program
  • Act as a catalyst for change and improvement in performance and quality




  • Degree in Hospitality or Hotel Management with minimum 3 years of training experience in a global hospitality chain
  • Advanced Certificate in Training & Assessment (ACTA) is preferred or equivalent Training qualifications
  • Experience in conducting and delivering stand-up training programs, applicable and appropriate to the needs of the business
  • Possess good cross-cultural awareness / sensitivity and strong interpersonal skills with an international mindset to facilitate effective working across diverse cultures and different levels of the organization
  • Proficiency with the use of Microsoft Office tools
  • A team player with strong business acumen, resourceful and results driven
  • Adaptable to a fast-paced and dynamic work environment