Learning & Quality Training Manager

Job Description

Job Title: Learning & Quality Training Manager
Work Location: Banyan Academy, Phuket, Thailand

Job purpose:

Responsible for leading the training, quality assurance, and learning & development functions across the property. The role supports business performance by developing associate capabilities, driving service excellence, strengthening quality standards, and building a strong talent pipeline for future leadership.

Key Responsibilities:

Learning & Development

• Conduct training needs analysis and develop the annual training plan.
• Design, develop, and deliver learning programmes for associates at all levels.
• Facilitate orientation programmes, core training, and leadership development initiatives.
• Support talent development programmes and succession planning.

Quality & Service Excellence

• Monitor service standards across operational departments.
• Conduct quality inspections, service audits, and guest experience evaluations.
• Analyse guest feedback and identify service gaps.
• Develop and implement quality improvement initiatives.

Training implementation & effectiveness

• Ensure departmental training plans and induction programmes are effectively implemented.
• Monitor training execution and evaluate learning effectiveness through reports, assessments, and performance indicators.
• Maintain training records, materials, and compliance documentation.

Leadership & stakeholder management

• Coach and develop departmental trainers and team members.
• Partner with department heads and subject matter experts to deliver effective learning solutions.
• Support change management initiatives and continuous improvement projects.

Administration & compliance

• Manage the training budget and learning resources.
• Maintain training facilities, systems, and learning materials.
• Ensure compliance with Banyan Group policies, quality standards, and local regulations.

Qualifications:

• Bachelor's degree in Human Resources, Hospitality Management, Education, Business Administration, or a related field.
• Minimum 5 years of experience in learning & development, training, quality assurance, or hotel operations.
• Experience in hospitality, luxury hotels, or service-related industries is highly preferred.
• Strong knowledge of training design, quality standards, service excellence, and talent development.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• Strong leadership, coaching, analytical, and project management abilities.
• Good command of English.