JOB SUMMARY

Reporting to the Hotel Manager, the Cluster Quality & Learning Manager plays a pivotal role in driving excellence across hotel operations. This role is responsible for overseeing and enhancing the hotel’s quality management systems, ensuring alignment with Accor’s brand standards and local regulations, and fostering a culture of continuous improvement to consistently elevate the guest experience.

GUEST FEEDBACK & EXPERIENCE MANAGEMENT

• Monitor guest feedback from multiple platforms including surveys, online reviews, and direct communication.
• Analyse feedback trends and develop targeted action plans to improve service quality and guest satisfaction.
• Implement initiatives to boost guest engagement, loyalty, and service recovery effectiveness.

YOUR EXPERIENCE AND SKILLS INCLUDE:

• Degree/Diploma in Hospitality Management , Hospitality Management, Human Resources, Business Administration or equivalent
• Minimum of 3 years of experience in quality assurance or learning & development within the hospitality industry
• Strong understanding of quality assurance methodologies and hotel operational standards
• Good business acumen, critical thinking and strategic decision-making skills
• Strong human relations and influencing skills
• Strong communications (verbal and written), planning and coordination skills
• Analytical mindset with the ability to translate insights into actionable improvements.
• Ability to work independently and take initiative
• Strong time management skills