* Role Summary
- The Learning & Development cum Quality Manager is responsible for driving a culture of continuous learning and operational excellence.
- This dual-role position leads all training and development initiatives while overseeing quality assurance processes to ensure alignment with
- Aman's brand promises, service philosophy, and guest experience standards.
- The role acts as a strategic partner to department heads, ensuring people development, process optimization, and guest satisfaction are fully integrated into daily operations.
* Key Responsibilities
- Learning & Development (L&D)
+ Identify training needs through job analysis, performance reviews, guest feedback, and manager consultations.
+ Design, implement, and evaluate structured training programs aligned with business objectives and Aman values.
+ Develop and manage the annual training calendar and budget
+ Organize onboarding programs and continuous development initiatives for Amansantis.
+ Measure training effectiveness and track ROI through KPIs and performance metrics.
+ Coordinate with external trainers, consultants, and Aman Corporate L&D.
+ Liaise with other Aman properties to facilitate cross-exposure and task force development programs.
+ Ensure equal access to learning opportunities across all departments.
+ Partner with
HR Manager to review annual appraisal outcomes and individual development plans.
+ Provide coaching and competency-based guidance to employees, encouraging self-driven development.
+ Oversee training platforms (e.g., Learning Hub) and ensure compliance training completion.
+ Develop structured internship programs in collaboration with hospitality schools.
+ Coordinate recruitment, onboarding, mentoring, and evaluation of interns,
+ Build partnerships with universities to create sustainable talent pipelines.
- Quality Assurance
+ Implement and monitor quality assurance systems aligned with Aman brand promises.
+ Conduct internal audits and compliance checks to ensure operational excellence.
+ Ensure adherence to legal requirements, SOPs, and brand standards.
+ Coach managers on Total Quality Management (TQM) principles.
+ Apply process improvement methodologies (e.g., BPMN, Six Sigma tools).
+ Maintain updated documentation: SOPs, manuals, policies, audit records.
+ Analyze guest feedback via platforms such as TrustYou and internal surveys.
+ Lead root cause analysis and corrective/preventive action planning.
+ Prepare monthly guest satisfaction and quality performance reports.
+ Identify trends, risks, and opportunities for operational enhancement.
+ Champion guest-centric culture across all departments
- Employee Engagement & Brand Development
+ Support employee engagement initiatives that reinforce Aman values and culture.
+ Facilitate brand immersion sessions to strengthen service philosophy and human touch.
+ Lead recognition programs linked to service excellence and guest feedback.
+ Promote internal communication initiatives that enhance organizational alignment.
- Bachelor's Degree in Human Resources, Hospitality Management, Business Administration, or related field.
- Minimum 2-3 years of experience in Learning & Development, Quality Assurance, or similar role within luxury hospitality.
- Strong understanding of adult learning principles and quality management systems.
- Experience with guest feedback platforms (e.g., TrustYou) and training management systems.
- Excellent leadership, facilitation, and presentation skills.
- Strong analytical mindset with data-driven decision-making capability.
- Excellent English communication skills (written and spoken).
- Highly organized, detail-oriented, and able to manage multiple priorities.