Quality / L&D Executive

Role Overview

Quality / Learning & Development Executive at Radisson Hotel Group. This role combines quality assurance and learning and development responsibilities to drive operational excellence, guest satisfaction, and employee capability across the hotel.

Company Overview

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands and more than 1,500 hotels in operation and under development in 95+ countries. The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of the business success and future, with a culture focused on creating Moment Makers who bring spirit, environment, and opportunities to empower excellence every day.

Role Purpose

To lead hotel-wide quality initiatives and learning programs that align with brand, regulatory, and operational standards while identifying training needs based on quality findings and driving continuous improvement through targeted development solutions and performance monitoring.

Key Responsibilities

Quality Assurance & Performance

• Lead hotel-wide quality initiatives ensuring alignment with brand, company, regulatory, and operational standards.
• Provide leadership with real-time and periodic updates on hotel performance, guest satisfaction, quality trends, incidents, and key improvement priorities.
• Lead weekly quality reviews focused on guest feedback, defect trends, business standards, recurring issues, and corrective actions.
• Conduct regular quality audits and compliance assessments to identify gaps, risks, and opportunities for improvement.
• Facilitate structured problem-solving and root cause analysis to address quality issues and prevent recurrence.
• Monitor corrective and preventive actions, ensuring timely implementation and sustainable resolution.
• Engage with operational teams and guests to identify service gaps, understand root causes, and drive practical improvements.
• Promote a strong culture of quality, accountability, guest focus, and continuous improvement across the organization.

Learning & Development

• Identify training and competency needs based on quality findings, operational performance, guest feedback, audits, and business objectives.
• Design and deliver targeted learning programs focused on service excellence, quality standards, compliance, brand values, standard operating procedures, and operational performance.
• Develop training materials, assessments, competency checklists, presentations, and learning resources.
• Coordinate onboarding, induction, refresher, and corrective training programs based on business and performance requirements.
• Partner with department leaders and HR to address performance gaps, strengthen employee capabilities, and support recognition and development initiatives.
• Evaluate training effectiveness through assessments, observations, KPIs, and post-training performance reviews.

Learning Management System & Training Compliance

• Manage Learning Management System learning paths, assignments, notifications, and completion requirements to maximize engagement and compliance.
• Maintain and continuously update the training content calendar to ensure learning materials remain relevant, accurate, and compliant.
• Establish completion timelines for mandatory, regulatory, and compliance training and follow up on outstanding requirements.
• Monitor training completion, competency, certification, and compliance across departments.
• Maintain accurate learning records and provide regular dashboards and reports to leadership and key stakeholders.

Quality, Competency & Continuous Improvement

• Connect quality and operational performance data with targeted learning and development solutions.
• Develop competency frameworks, role-specific competency matrices, and assessment tools for key positions.
• Ensure learning interventions address identified competency gaps and underlying root causes.
• Work with managers to establish development and improvement plans for employees not meeting required quality or competency standards.
• Support process improvement initiatives by translating quality findings, lessons learned, and operational challenges into effective learning solutions.
• Promote Quality by Design, knowledge sharing, and continuous learning across the organization.

Data, Reporting & Insights

• Develop and monitor KPIs covering quality, guest satisfaction, training, competency, compliance, and operational performance.
• Analyze quality and learning data to identify trends, recurring issues, performance gaps, and improvement opportunities.
• Prepare monthly and quarterly management reports, dashboards, and performance summaries covering audits, compliance, training effectiveness, competency, non-conformities, and improvement initiatives.
• Provide data-driven recommendations to leadership to support decision-making and improve overall business performance.
• Maintain accurate quality and learning documentation, records, and evidence of compliance.

Qualifications & Experience

• 1–3 years of experience in Quality, Learning & Development, Training, Compliance, or a combined Quality/L&D role.
• Experience with quality management systems, audits, standard operating procedures, risk management, and continuous improvement.
• Experience in developing and delivering training programs and competency assessments.

Skills & Competencies

• Strong analytical, reporting, presentation, and facilitation skills.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.

Additional Information

• Special hotel rates available for Team Members at over 1,500 Radisson Hotels worldwide with up to 53% off stays.
• Guaranteed minimum of 30% off accommodation for friends and family.
• Exclusive discounts on breakfast, food and beverage, spa, and additional services.
• Access to local perks and rewards tailored to your country.
• Radisson Hotel Group welcomes applicants from all backgrounds, abilities, and experiences and will provide adjustments during the application process as needed.