Are you passionate about creating exceptional learning experiences and driving quality excellence? Do you have the vision to shape a culture of continuous development and the expertise to uphold the highest service standards? If so, Rocco Forte Hotels is looking for you to join our team as the Learning Development and Quality Manager within our Corporate Human Resources department.
Your key responsibilities
Reporting to the Director of Learning & Development, you will work closely with functional leads, hotel General Managers, L&D professionals, and Training & Quality Champions. Your role will focus on developing and implementing initiatives that enhance employee development while ensuring operational excellence and quality standards across the organisation. This is a dynamic opportunity to influence the future of our talent and service philosophy.
What you’ll do
Drive Learning & Development initiatives
- Collaborate with the Director of Learning and Development to design and deliver engaging training programs aligned with business goals.
- Develop data-driven updates and dashboards to measure the impact of L&D initiatives.
- Anticipate future skills gaps and contribute to creating innovative learning solutions.
- Research and recommend tools and technologies to enhance learning experiences.
Foster a culture of excellence
- Partner with Quality Champions and leadership to maintain and elevate quality standards.
- Develop quality control processes, monitor KPIs, and create dashboards to ensure consistent service delivery.
- Support the creation and embedding of the “Art of Service 2.0” program, incorporating emotional intelligence and storytelling.
- Assist in setting and managing quality assurance goals, ensuring alignment with our service philosophy.
Support organisational growth
- Assist in the planning and execution of global learning programs, including internships, management trainees, and leadership cohorts.
- Strengthen talent development programs to prepare for future organisational needs.
- Contribute to the development of RFH academic partnerships and apprenticeship initiatives.
- Collaborate on the rollout of training and quality assurance initiatives for new hotel openings.
Promote service excellence
- Coach management and team members on adopting Total Quality Management (TQM) principles.
- Develop tools and programs to enhance service delivery and audit efficiency using digital tools.
- Review guest feedback and work with leadership to create action plans for continuous improvement.
- Assist in creating innovative SOPs tailored to each hotel’s unique needs.
Who we are looking for
To join our family of individuals celebrating the individuality of both our hotels and guests each day, we expect you to bring:
- A strategic thinker with operational expertise in learning and development and quality assurance.
- Strong collaboration and communication skills to work effectively with diverse stakeholders.
- Proven ability to design and implement impactful training programs.
- A passion for hospitality and a commitment to upholding the highest service standards.
- Analytical mindset with experience in data-driven decision-making and KPI tracking.
- Familiarity with luxury hotel operations is a plus.
Why working with us
Our Team Members are our greatest asset, and we strive to create a fun, engaging work environment. We are committed to giving our Team Members the skills and support required to deliver unrivalled service, and most importantly, to grow in their careers.
Our benefits include:
- Discounted rates at any of our 5-star properties
- Various F&B and Spa discounts
- Learning and development opportunities
Ready to take the next step in your career? Apply now to become a part of Rocco Forte Hotels' great world-class team who will support you and make you feel like you are one of the family.
