Job Description Director of Quality & Learning Department

Quality & Learning

Reporting Structure

Solid Line: General Manager
Dotted Line: Human Resources (Director of HR / ADHR)

Job Purpose

The Director of Quality & Learning is responsible for leading and integrating all learning, development, and quality assurance initiatives to ensure the highest standards of service excellence, brand compliance, and continuous improvement. This role partners closely with the General Manager and Executive Committee to embed a culture of quality, learning, and accountability across the property, ensuring alignment with brand philosophy, operational priorities, and guest experience expectations.

Learning & Development Leadership

- Develop and execute a comprehensive Learning & Development strategy aligned with business goals, brand standards, and service culture.
- Oversee all training programs including orientation, brand immersion, leadership development, management development, and certified trainer programs.
- Ensure full compliance with all mandatory brand, regulatory, and safety training requirements.
- Lead talent development initiatives including PDPs, succession planning, high-potential programs, and supervisory/leadership readiness.
- Measure training effectiveness and ROI through business, engagement, and performance indicators.

Quality & Service Excellence

- Champion Total Quality Management principles and embed quality mindset across all departments.
- Lead internal quality audits, brand audits, guest satisfaction analysis, and readiness for external assessments.
- Analyze guest feedback, service gaps, and operational trends; partner with leaders to implement corrective and preventive action plans.
- Drive continuous improvement initiatives focused on guest experience, service consistency, and operational excellence.
- Act as the primary quality ambassador for the property.

Culture & Engagement

- Drive brand values, service philosophy, and learning culture through daily leadership behaviors.
- Support employee engagement, recognition, and service culture initiatives.
- Ensure quality and learning are embedded into leadership routines, meetings, and decision-making.

Leadership & Stakeholder Partnership

- Serve as a strategic advisor to the General Manager and Executive Committee on quality and learning performance.
- Partner closely with HR on talent, leadership capability, engagement, and culture initiatives.
- Lead, coach, and develop the Quality & Learning team.
- Manage relationships with corporate partners, consultants, and learning vendors.

Governance, Reporting & Compliance

- Establish quality and learning KPIs, dashboards, and reporting mechanisms.
- Ensure documentation, SOPs, LSOPs, and learning records meet brand and legal requirements.
- Manage departmental budget, resources, and annual learning calendar.
- Ensure fair, consistent application of policies and support leadership in performance management processes.

Key Competencies

- Strategic leadership and influence
- Quality mindset and attention to detail
- Learning design and facilitation excellence
- Data-driven decision making
- Stakeholder and change management
- Strong business and operational acumen

Core Behaviors

- Acts as a role model for service excellence and brand values
- Leads with integrity, accountability, and professionalism
- Champions continuous improvement and learning culture

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Director of Quality and Learning