Assistant Manager, Service Excellence & Learning Development (Hotels)

Job Summary:

We are seeking a strategic and service-driven Assistant Manager for Service Excellence and Learning Development to join our team. You'll play a key role in driving service excellence across hotel operations. This role is responsible for elevating the guest experience and operational performance through the design, implementation, and evaluation of service quality standards and learning programs. You will need to foster a culture of continuous improvement, empowering the hotels team to deliver exceptional guest experiences aligned with the organization's branding and service values.

Key Responsibilities:

Service Audits and Compliance

• Partner with departments to facilitate audits across hotel operations.
• Evaluate/ Analyze audit results to identify gaps.
• Establish corrective measures, propose standards, and training programs to support service quality and performance improvement.
• Ensure compliance with safety, health, and hygiene standards in all training and operational processes.

Guest Experience

• Review guest feedback from multiple platforms i.e. surveys, online reviews etc.
• Develop action plans/ implement initiatives to elevate guest satisfaction.
• Identify training needs and collaborate with operational leads to deliver targeted soft skills workshops.

Learning and Development

• Partner with departments to design/ review ongoing training programs that address departmental needs.
• Lead onboarding programs and brand/ service culture training i.e. cultivate a proactive and positive attitude/ mindset.
• Facilitate hotel-specific training programs i.e. Service Standards, Guest Experience, and Product Knowledge.
• Guide and coach operational leads in developing OJT in respective areas.
• Design and develop ad-hoc training materials to address learning needs i.e. workshops, PowerPoint, EDMs

Required Qualifications:

• Degree in Hospitality, Hotel Management or related field.
• Minimum 3 years of training experience in hospitality services.
• Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred.
• Proven experience in conducting and facilitating in-person training sessions relevant to service and operations.
• Strong cross-cultural awareness and interpersonal skills for effective collaboration across diverse teams.
• Proficient in Microsoft Office applications, specifically Word, Excel and PowerPoint.