Learning & Quality Excellence Manager

24 hours ago

Makati City, National Capital Region, Philippines SURGE FITNESS GYM CORP. Full time ₱900,000 - ₱1,200,000 per year

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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