Role
We are seeking a dynamic and detail- oriented L&D cum QA Manager to lead our organization&039;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)
• Offer guidance and counseling to employees regarding their competencies and encourage participation in self- development initiatives.
• Measure training effectiveness and report on ROI.
• Design, implement, and evaluate training programs that align with organizational goals.
• Coordinate with external training vendors and consultants as required.
• Organize onboarding sessions and continuous learning programs for Amansantis.
• Provide opportunities for continuous learning and professional development.
• Liaise with other Aman properties to coordinate cross- exposure and task force programs.
• Ensure that all employees have access to any training and development programs, activities, or materials managed or owned by the company.
• Develop and maintain an annual training calendar.
• Identify training needs through job analysis, performance appraisals, and regular consultation with managers.
• Collaborate with the HR Manager to review the results of annual employees’ appraisals and employees’ personal development plans.
Quality Assurance (QA)
• 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).
• Prepare monthly guest satisfaction reports, identifying areas for improvement and driving initiatives to enhance the guest experience.
• Coordinate with operational teams and the head office implement preventative and corrective actions based on guest feedback and audit findings.
• Conduct regular audits to ensure compliance with Aman brand promises, legal requirements, and guest satisfaction metrics.
• Analyze guest feedback, address complaints, and maintain guest engagement to regularly gather insights on product and service quality.
• Apply knowledge of Business Process Model and Notation (BPMN) and Six Sigma methodologies to enhance process efficiency and effectiveness.
• Develop, review, and update quality standards in line with the brand promises, ensuring alignment with hotel operations.
• Championing the guest experience by actively advocating guest feedback and integrating it into continuous improvement plans.
• Maintain accurate and up- to- date documentation, including manuals, procedures, and records.
• Coach managers on Total Quality Management principles and oversee the achievement of quality goals.
• Implement and manage quality assurance processes to meet customer needs, align with Aman brand promises.
