Assistant Manager, Learning & Quality Assurance
Accor · Singapore
Company Description
At Pullman Singapore Hill Street – our world is your playground; where playfulness meets peak performance, creativity meets innovation, business meets success.
The 350-room hotel will feature a rooftop bar and executive lounge with sweeping views over Fort Canning, the Singapore River, and St Andrew’s Cathedral, along with a vibrant lobby, health and fitness centre and pool.
At Pullman Singapore Hill Street, we don't do ordinary. We seek opportunities, connect with meaning, and make a positive impact so we can progress together, anytime & anywhere. #Progress Together, Anytime, Anywhere
Pullman is the high-end international brand of the Accor group, mainly targeted at cosmopolitan travelers who have wide connections and enjoy combining work and pleasure.
Accor is a world leading augmented hospitality group, with over 40 brands and more than 5,300 hotels all over the world. Come join us to make the world more welcoming, caring and inspiring. #WeAreHeartists
Job Description
We are looking for a proactive and passionate Assistant Manager, Learning & Quality Assurance to drive the implementation of Leading Quality Assurance (LQA) standards while supporting the hotel's Learning & Development initiatives.
Working closely with Heads of Department, you will strengthen service standards, develop Heartists' capabilities and champion a culture of continuous learning and service excellence to deliver memorable guest experiences.
Key Responsibilities
Coordinate and implement Learning & Development programmes, including onboarding, orientation, service training and leadership development initiatives.
Drive the implementation and monitoring of LQA and hotel service standards across all departments.
Conduct quality checks and service observations, identify performance gaps and work with Heads of Department to develop and follow up on corrective action plans.
Partner with departmental trainers to reinforce service standards through coaching, training and on-the-job guidance.
Coordinate LQA assessment preparations, monitor departmental readiness and track progress against improvement plans.
Analyze relevant guest feedback, quality assessment findings and training effectiveness to identify opportunities for improvement.
Maintain accurate training records, reports, learning materials and quality assurance documentation.
Promote a strong service culture through continuous learning, coaching and service excellence initiatives.
Support team engagement and other People & Culture projects as required.
Qualifications
Diploma or Degree in Human Resources, Hospitality Management, Learning & Development or a related discipline.
Preferably 3–5 years of relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations.
Knowledge of LQA standards and luxury hospitality service expectations will be an advantage.
Good facilitation, presentation, communication and coaching skills.
Strong stakeholder management skills, with the ability to engage and influence colleagues across different departments.
Analytical, organised and detail-oriented, with the ability to monitor performance gaps and drive follow-up actions independently.
Proactive, resourceful and passionate about people development and delivering exceptional guest experiences.
Additional Information
- 5-day Work Week.
- Duty Meals are provided.
- Heartist F&B Discount and/or Preferential Room Rates at worldwide Accor Hotels.
- Flexible Benefit – Dental/Optical/Vacation Expenses.
- Comprehensive Medical & Insurance Coverage.
- Local/Overseas Career Development & Growth Opportunities.