Quality / L&D Executive

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 our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

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, SOPs, 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.

LMS & Training Compliance

• Manage LMS 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

• 1–3 years of experience  in Quality, Learning & Development, Training, Compliance, or a combined Quality/L&D role.
• Experience with quality management systems, audits, SOPs, risk management, and continuous improvement.
• Experience in developing and delivering training programs and competency assessments.
• Strong analytical, reporting, presentation, and facilitation skills.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.

Additional Information

Why Join Radisson Hotel Group?

Live the Magic of Hospitality -  Be part of a team that creates  exceptional experiences and memorable moments  every day. Let your  Yes I Can! spirit shine as you bring hospitality to life. 

Build a Great Career -  No matter your background or experience, we invest in your  growth, learning, and career development —helping you reach your full potential. 

Experience the Team Spirit -  Join a workplace that’s  inclusive, fun, and meaningful . We celebrate diversity, support one another and foster a sense of belonging through our  Employee Resource Groups and inclusion initiatives .

Lead with Your Ambition -  Your ideas, passion and drive matter! We empower you to  make a difference —in hospitality, your community and beyond. 

Enjoy Global & Local Perks -  No matter where you’re located, you’ll enjoy exclusive global benefits - like special hotel rates for you and your loved ones at our hotels worldwide. Plus, you’ll have access to local perks and rewards tailored to your country, making your experience even more rewarding! 

Enjoy benefits such as - up to 53% off your stay as a Team Member at over 1,500 Radisson Hotels worldwide
Guaranteed minimum of 30% off for your Friends & Family
Exclusive Discounts on Breakfast, Food & Beverage, Spa and more

Join us in shaping the future of hospitality! If you’re ready to  bring your talent, energy, and passion , we’d love to hear from you.

Apply now and let’s make every moment matter.

We welcome applicants from all  backgrounds, abilities, and experiences . If you need any adjustments during the application process, please let us know.