Director of Learning & Development and Regional Quality Manager - Dubai

Job Summary: The Director of Learning & Development and Regional Quality Manager will design, implement, and oversee a comprehensive learning and development strategy, ensuring that all employees across the hotel have access to high-quality training to maintain and improve service standards. The role focuses on driving a culture of continuous learning while also managing quality improvement initiatives to enhance guest satisfaction and operational performance.

Responsibilities:

1. Develop and execute the hotel’s learning and development strategy aligned with service excellence and operational goals.
2. Design and deliver training programs for all departments, including guest services, food & beverage, housekeeping, and leadership development.
3. Conduct training needs assessments through consultations with department heads, performance reviews, and guest feedback.
4. Manage the ongoing professional development of employees, focusing on hospitality-specific skills and leadership growth.
5. Implement a variety of learning methods such as e-learning, workshops, on-the-job training, and mentorship programs.
6. Track and evaluate the effectiveness of training programs through key performance indicators such as guest satisfaction, employee performance, and retention rates.
7. Collaborate with the Vice President of Operations and the General Manager to foster a culture of continuous improvement.
8. Lead and promote quality improvement initiatives across the hotel, ensuring understanding and application of quality tools to enhance service delivery.
9. Provide leaders with performance reports and analysis, helping them meet or exceed performance goals related to guest satisfaction and operational standards.
10. Monitor and manage the training budget, ensuring cost-effectiveness without compromising quality.
11. Prepare monthly training expense reports and maintain a forecast of training activities.
12. Champion continuous improvement in guest experience ratings and event satisfaction through targeted training and quality management.
13. Train and guide employees on quality improvement tools and best practices, ensuring smooth adoption across departments.

Requirements:

1. 7-10 years of experience in learning and development, with at least 5 years in a leadership role within the hospitality or luxury service industry.
2. Strong expertise in designing and implementing tailored training programs, particularly in the service excellence domain.
3. Proven leadership and coaching skills, with the ability to inspire and motivate employees at all levels.
4. Excellent communication and interpersonal skills, capable of working collaboratively across various departments.
5. Strong analytical abilities for performance monitoring and continuous improvement initiatives.
6. In-depth knowledge of quality improvement methodologies and tools for enhancing service standards.

Level of Education:

Bachelor’s degree in Hospitality Management, Human Resources, or a related field; a Master’s degree or relevant certification is a plus.

Work Hours:

Full-time, with flexibility to accommodate training schedules and operational needs, including weekends and holidays.

Experience in Months:

Minimum 120+ months (10 years) of relevant experience in learning and development or quality management, with 60+ months (5+ years) in a leadership capacity.