L&D cum Quality Manager

Role Summary

The Learning & Development cum Quality Manager is responsible for driving a culture of continuous learning and operational excellence. This dual-role position leads all training and development initiatives while overseeing quality assurance processes to ensure alignment with Aman’s brand promises, service philosophy, and guest experience standards.
The role acts as a strategic partner to department heads, ensuring people development, process optimization, and guest satisfaction are fully integrated into daily operations.

Key Responsibilities

I. Learning & Development (L&D)

• Identify training needs through job analysis, performance reviews, guest feedback, and manager consultations.
• Design, implement, and evaluate structured training programs aligned with business objectives and Aman values.
• Develop and manage the annual training calendar and budget
• Organize onboarding programs and continuous development initiatives for Amansantis.
• Measure training effectiveness and track ROI through KPIs and performance metrics.
• Coordinate with external trainers, consultants, and Aman Corporate L&D.
• Liaise with other Aman properties to facilitate cross-exposure and task force development programs.
• Ensure equal access to learning opportunities across all departments.
• Partner with HR Manager to review annual appraisal outcomes and individual development plans.
• Provide coaching and competency-based guidance to employees, encouraging self-driven development.
• Oversee training platforms (e.g., Learning Hub) and ensure compliance training completion.
• Develop structured internship programs in collaboration with hospitality schools.
• Coordinate recruitment, onboarding, mentoring, and evaluation of interns,
• Build partnerships with universities to create sustainable talent pipelines.

II. Quality Assurance

• Implement and monitor quality assurance systems aligned with Aman brand promises.
• Conduct internal audits and compliance checks to ensure operational excellence.
• Ensure adherence to legal requirements, SOPs, and brand standards.
• Coach managers on Total Quality Management (TQM) principles.
• Apply process improvement methodologies (e.g., BPMN, Six Sigma tools).
• Maintain updated documentation: SOPs, manuals, policies, audit records.
• Analyze guest feedback via platforms such as TrustYou and internal surveys.
• Lead root cause analysis and corrective/preventive action planning.
• Prepare monthly guest satisfaction and quality performance reports.
• Identify trends, risks, and opportunities for operational enhancement.
• Champion guest-centric culture across all departments

• Support employee engagement initiatives that reinforce Aman values and culture.
• Facilitate brand immersion sessions to strengthen service philosophy and human touch.
• Lead recognition programs linked to service excellence and guest feedback.
• Promote internal communication initiatives that enhance organizational alignment.

Benefits

At Aman Group, we believe that our colleagues are at the core of our success. We offer a range of benefits to support both your personal and professional growth across existing and upcoming destinations. From exciting development opportunities to competitive compensation, we prioritise and support your career journey, making you feel valued, included and at home.

• Aman Global Complimentary Night Program.

• Single accommodation with full board at the Colleagues' Cafeteria.

• Laundry service.

• 12 Annual Leave Days.

• 44 hours per week and 11 public holidays a year.

• JLT Health Care Package for Employee and Immediate Family Members.

• Competitive Remuneration Package.

• Learning and development programmes through Aman.

• Year-end Bonus.

If you thrive in an ultra-luxury environment and are passionate about warm and personalised hospitality where every detail matters, we invite you to join us on our journey.

• Bachelor’s Degree in Human Resources, Hospitality Management, Business Administration, or related field.
• Minimum 2-3 years of experience in Learning & Development, Quality Assurance, or similar role within luxury hospitality.
• Strong understanding of adult learning principles and quality management systems.
• Experience with guest feedback platforms (e.g., TrustYou) and training management systems.
• Excellent leadership, facilitation, and presentation skills.
• Strong analytical mindset with data-driven decision-making capability.
• Excellent English communication skills (written and spoken).
• Highly organized, detail-oriented, and able to manage multiple priorities.

• CV
• Certificates