Learning & Quality Assurance Manager

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 We are looking for a passionate and people-focused Learning & Quality Assurance Manager to lead our Learning & Development initiatives while driving service quality and Leading Quality Assurance (LQA) standards across the hotel. This role combines learning, coaching and quality assurance to strengthen our Heartists' 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 closely with department leaders on action plans and follow-up. - Develop and facilitate engaging training, coaching and service excellence programmes. - Partner with Heads of Department to identify learning needs and build capability within their teams. - Monitor training effectiveness and quality performance through relevant feedback, audits and guest insights. - Prepare the hotel for LQA assessments, ensuring standards are understood, embedded and consistently demonstrated. - Promote a strong culture of service excellence, continuous learning and continuous improvement. - Support employee engagement and other People & Culture initiatives as required. - Minimum 3 years' relevant experience in Learning & Development, Quality Assurance, Service Excellence or hotel operations, preferably within 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 with the ability to influence and engage leaders and Heartists at all levels. - Passionate about people development, service excellence and creating memorable guest experiences. - Highly organised, proactive and able to manage multiple priorities independently. - 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.