L&D cum QA Manager

Role

We are seeking a dynamic and detail-oriented L&D cum QA Manager to lead our organization's employee development initiatives and oversee quality assurance processes. This dual role position combines strategic planning and execution of training programs with the responsibility for monitoring and improving quality standards across departments.

Responsibilities

   Learning & Development (L&D)

• Identify training needs through job analysis, performance appraisals, and regular consultation with managers.

• Design, implement, and evaluate training programs that align with organizational goals.

• Develop and maintain an annual training calendar.

• Organize onboarding sessions and continuous learning programs for Amansantis.

• Measure training effectiveness and report on ROI.

• Coordinate with external training vendors and consultants as required.

• Liaise with other Aman properties to coordinate cross-exposure and task force programs.

• Provide opportunities for continuous learning and professional development.

• Ensure that all employees have access to any training and development programs, activities, or materials managed or owned by the company.

• Collaborate with the HR Manager to review the results of annual employees’ appraisals and employees’ personal development plans.

• Offer guidance and counseling to employees regarding their competencies and encourage participation in self-development initiatives.

   Quality Assurance (QA)

• Implement and manage quality assurance processes to meet customer needs, align with Aman brand promises.

• Conduct regular audits to ensure compliance with Aman brand promises, legal requirements, and guest satisfaction metrics.

• Coach managers on Total Quality Management principles and oversee the achievement of quality goals.

• Apply knowledge of Business Process Model and Notation (BPMN) and Six Sigma methodologies to enhance process efficiency and effectiveness.

• Maintain accurate and up-to-date documentation, including manuals, procedures, and records.

• Develop, review, and update quality standards in line with the brand promises, ensuring alignment with hotel operations.

• Analyze guest feedback, address complaints, and maintain guest engagement to regularly gather insights on product and service quality.

• Coordinate with operational teams and the head office implement preventative and corrective actions based on guest feedback and audit findings.

• Prepare monthly guest satisfaction reports, identifying areas for improvement and driving initiatives to enhance the guest experience.

• Championing the guest experience by actively advocating guest feedback and integrating it into continuous improvement plans.

• Use data and analysis to track trends, identify issues, and ensure management practices align with quality tools (e.g., Trust You and other feedback platforms).

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.

Requirements

• Bachelor’s degree in hospitality management, or related fields.

• At least, 2 to 3 years of related experience.

• Excellent communication and presentation skills, both written and verbal.

• Training and coaching skills.

• Database management.

• Knowledgeable about Six Sigma process.

• Strong analytical and problem-solving skills.

• Positive, engaging, and energetic personality.

• Good interpersonal skills with ability to work under pressure.

• Very high attention to detail.

• Professional appearance.

• CV
• Certificates