Learning & Quality Excellence Manager
4 days ago
Job Title:
Learning & Quality Excellence Manager
(with expertise in Customer Service, Sales, Operations & Training in 5-Star Hotels/Lifestyle Centers)
Job Summary:
We are seeking a dynamic and highly experienced Learning & Quality Excellence Manager to drive both employee development and service quality standards across the organization. With proven expertise in customer service, sales, operations, and quality assurance within 5-star hotels or lifestyle centers, this role ensures that staff are well-trained, motivated, and consistently delivering world-class experiences.
This position serves as the bridge between training & development and quality control, building a culture of learning while safeguarding premium service standards.
Key Responsibilities:
Learning & Development
Design, implement, and facilitate training programs in customer service, sales effectiveness, operations efficiency, and service recovery.
Lead onboarding and continuous learning sessions to equip staff with 5-star hospitality and lifestyle service skills.
Develop coaching and mentoring frameworks to strengthen leadership and frontline performance.
Measure training impact through post-training evaluations, KPIs, and behavioral assessments.
Quality Excellence & Service Standards
Conduct service audits, mystery shopper programs, and performance monitoring to evaluate service delivery.
Analyze guest/customer feedback, identify gaps, and recommend improvement strategies.
Ensure all teams comply with established brand standards, SOPs, and operational guidelines.
Drive continuous service improvements to maintain 5-star and lifestyle-level guest satisfaction.
Collaboration & Leadership
Partner with HR, Operations, and Management to align learning and quality strategies with business goals.
Provide regular reports on training outcomes, service performance, and action plans.
Champion a culture of excellence, accountability, and customer-centricity across all teams.
Qualifications:
Bachelor's degree in Hospitality, Business, HR, or related field.
At least 5 years' experience in Learning & Development, Service Training, or Quality Assurance within luxury hotels, resorts, lifestyle centers, or high-end retail.
Strong background in customer service, sales, and operations.
Excellent communication, facilitation, and coaching skills.
Analytical and detail-oriented with proven ability to implement performance improvement plans.
Ability to thrive in a fast-paced, customer-focused environment.
Preferred Attributes:
Certification in Training & Development, Instructional Design, or Quality Management.
Hands-on experience in luxury hospitality or lifestyle-driven businesses.
A natural leader with high emotional intelligence, adaptability, and cross-cultural awareness.
Multilingual communication skills (advantage).
f you believe you are the right fit, send your resume to
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Competitive salary and benefits await
Join the fastest-growing fitness and lifestyle center in the Philippines
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