Job Description

Learning & Development Manager - Quality


544842 People & Culture Full time The Sir?ya, Desaru Coast Add To Favourites
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The Sir?ya Desaru Coast is looking for a Learning & Development Manager - Quality to join our People & Culture Department.



Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.



Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.



The Sir?ya is a rainforest retreat on Desaru Coast, where jungle meets the sea and Malaysian nature, culture, and connection come alive in a perfect balance of calmness and vibrancy. Experience the enduring legacy of award-winning Kerry Hill Architects, where the spirit of tropical modernism comes to life in The Sir?ya Desaru Coast's final design. Nestled between rainforest and sea, each suite and villa is a study in quiet luxury, thoughtfully framed by nature and attuned to the rhythm of the land.

About the job

The Learning & Development Manager - Quality is responsible for developing, implementing, and managing all training and quality initiatives to ensure service excellence within the hotel. This role ensures that team members receive relevant training, performance standards are met, and brand service quality is consistently delivered.

As

Learning & Development Manager - Quality,

you will be responsible for the following duties:

Learning & Development (L&D)

Develop and implement the annual Training Plan in line with hotel goals and brand standards. Conduct training needs analysis across all departments. Deliver core training modules (orientation, service culture, grooming, complaint handling, leadership programmes, etc.). Coordinate external and internal training programmes. Maintain training records, matrices, and reports accurately. Monitor compliance with mandatory training requirements (e.g., safety, hygiene, brand training). Facilitate management and supervisory development programmes.

Quality Assurance

Lead the hotel's Quality Assurance programme in line with brand standards and SOPs. Conduct regular audits on service quality, grooming, housekeeping standards, and departmental SOP adherence. Ensure corrective action plans are implemented after QA audits, inspections, and guest feedback analysis. Monitor guest satisfaction scores and work with department heads to improve weak areas. Coordinate mystery guest audits and follow-up improvements.

Service Culture & Brand Standards

Champion the hotel's brand values and service culture. Design activities and initiatives to reinforce desired behaviours and service standards. Ensure consistent implementation of brand training modules across all levels.

Onboarding & Orientation

Oversee onboarding programmes for new hires to ensure smooth integration into hotel culture. Conduct hotel induction/orientation for all new team members.

Documentation & Reporting

Maintain all L&D and QA documentation for audit readiness. Prepare monthly training and quality performance reports. Track performance metrics such as training hours, participation rate, guest satisfaction improvement, and QA scores.

Collaboration & Support

Work closely with HR, department heads, and hotel management to meet training and quality goals. Support operational departments in developing SOPs and job-specific training materials. Provide coaching and guidance to departmental trainers/assistant trainers.

As

Learning & Development Manager - Quality,

we expect from you:

Bachelors' degree in Hospitality, Human Resources, or related field. Minimum 3-5 years of training or quality assurance experience in the hotel/hospitality industry. Strong knowledge of hotel operations and service standards. Excellent presentation, facilitation, and communication skills. Strong analytical skills with ability to interpret QA and guest satisfaction data. Proficiency in MS Office and training systems. Positive attitude with ability to motivate and engage teams.

Preferred Skills

Experience with brand standard training (e.g., MO, Marriott, Hilton, IHG, Hyatt). Certified trainer or HRDF/HRD Corp Train-the-Trainer certification. Experience handling Quality Assurance audits or LQA (Leading Quality Assurance).

Our commitment to you

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones. Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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