Quality & Learning Coordinator

KEY RESPONSIBILITIES

Quality, Standards & Grooming

• Monitor employee grooming, personal presentation, uniforms and professional conduct in accordance with hotel standards.
• Conduct regular quality checks across hotel departments to monitor compliance with applicable service standards and procedures.
• Observe service delivery and identify opportunities to improve guest satisfaction and the overall guest experience.
• Work closely with HODs to address service gaps, grooming issues and non-compliance with established standards.
• Follow up on corrective actions and monitor the implementation of agreed improvements.
• Review guest feedback and complaints to identify recurring service issues and potential training needs.
• Maintain records of quality inspections, observations and corrective actions.
• Promote professionalism, accountability and continuous improvement throughout the hotel.

Learning & Development

• Coordinate the hotel's annual training plan and training calendar in consultation with the People & Culture Lead and HODs.
• Identify training needs and skills gaps across departments.
• Coordinate induction and onboarding programmes for new employees.
• Organise and facilitate training sessions on guest service, communication, complaint handling, teamwork and professional standards.
• Coordinate applicable mandatory training, including health and safety, fire safety, first aid and food safety, using appropriately qualified trainers where required.
• Coordinate relevant IHG and Valor Hospitality learning programmes and monitor completion requirements.
• Work with HODs and supervisors to support on-the-job training, coaching and cross-training.
• Maintain accurate training records, attendance registers, certificates and completion reports.
• Evaluate training effectiveness and recommend refresher training where necessary.
• Identify employee development opportunities and support internal career progression.

Recruitment & Talent Acquisition

• Coordinate recruitment activities in collaboration with the People & Culture Lead and relevant HODs.
• Identify recruitment needs and maintain an updated vacancy tracker.
• Prepare and publish job advertisements through appropriate recruitment channels.
• Screen CVs and shortlist candidates according to approved job requirements.
• Conduct initial interviews and coordinate further interviews with the relevant HODs.
• Liaise with recruitment agencies, hospitality schools and educational institutions.
• Coordinate internship and trainee recruitment programmes.
• Maintain accurate and confidential candidate records.
• Coordinate recruitment documentation, employment offers and joining arrangements with the People & Culture team.
• Support the onboarding process to ensure a smooth integration of new employees.
• Monitor recruitment progress and provide regular updates on vacancies and recruitment activities.

Employee Development & Engagement

• Work closely with HODs to identify employees' development needs and potential for career progression.
• Coordinate individual development plans and support employee coaching initiatives.
• Follow up on probation reviews and communicate identified development needs to the relevant HODs.
• Support performance improvement initiatives in collaboration with the People & Culture Lead and HODs.
• Assist with employee engagement, recognition, welfare and retention initiatives.
• Promote the hotel's values, service culture, teamwork and professional behaviour.
• Support initiatives that encourage internal mobility and the development of future supervisors and managers.

General People & Culture Support

• Assist the People & Culture Lead with HR projects, audits, reporting and policy implementation.
• Support employee induction, internal communication and hotel-wide engagement activities.
• Assist with the preparation of HR presentations, reports and relevant documentation.
• Collaborate with the People & Culture Assistant to ensure effective coordination of recruitment, onboarding and training administration.
• Provide operational support to the People & Culture department when required, while maintaining focus on the core responsibilities of quality, learning and recruitment.
• Maintain confidentiality when handling employee, candidate and hotel information.
• Perform other duties and assignments as directed by the People & Culture Lead from time to time.
  
  

QUALIFICATIONS, EXPERIENCE & COMPETENCIES

Education & Qualifications

• • Diploma or degree in Human Resources Management, Hospitality Management, Learning & Development, Quality Management or a related field.
  • Relevant professional qualifications or certifications in training, recruitment, quality assurance or hospitality will be an advantage.

Experience

• • Minimum of 2–3 years of relevant experience in the hospitality industry, preferably within a hotel or resort environment.
  • Previous experience in training coordination, quality assurance, guest experience, recruitment or employee development.
  • Experience conducting training sessions, monitoring service standards and working closely with departmental managers.
  • Familiarity with international hotel brand standards and quality assurance processes will be an advantage.