Quality and Learning Manager - The Ritz-Carlton Abu Dhabi, Grand Canal

Role overview

This role is accountable for driving quality assurance and learning initiatives at the property level, making sure standards reflect the brand’s mission, guest expectations, and employee experience. The position also helps lead change by building strong support for continuous improvement.

It plays a key part in spotting development needs, strengthening training delivery, and ensuring learning programs support business outcomes. The work includes training design, needs analysis, facilitation, and evaluating impact to confirm a worthwhile return on training investment.

Quality responsibilities

• Guide managers in adopting a Total Quality Management approach.
• Run monthly audits to confirm alignment with company and brand standards.
• Make and carry out decisions that keep the property advancing toward its goals.
• Lead quality efforts that address the most important customer expectations.
• Support regional or company-wide rollouts of best practices.
• Facilitate improvement teams and ensure the work is structured, measurable, and practical.
• Provide training in quality concepts so management practices remain aligned with quality tools.
• Collect, organize, track, and interpret defect data to identify patterns and trends.
• Communicate the main factors that influence guest satisfaction for the brand’s core customer.
• Review issues, analyze recurring problems, and identify emerging trends.
• Study guest feedback with the leadership team and confirm corrective actions are taken.
• Handle guest concerns and complaints professionally.
• Maintain visibility with guests to gather feedback on product quality, service delivery, and satisfaction levels.
• Demonstrate service behaviors that consistently meet or surpass guest expectations.

Training responsibilities

• Promote all available training initiatives and keep employees informed.
• Show strong hospitality leadership and create a positive guest-relations environment.
• Help employees understand the behaviors that drive excellent service.
• Ensure team members receive continuous learning tied to guest expectations.
• Use effective learning methods so employees understand guest satisfaction and can apply those skills.
• Meet regularly with the training team to support ongoing development efforts.
• Observe employee service behaviors and provide feedback to individuals and managers.
• Track training enrollment and attendance.
• Meet participants regularly to review progress and resolve concerns.
• Work with operational leaders to check whether employees show strong technical and leadership capability.
• Use comment cards, guest satisfaction data, and other inputs to find improvement areas.
• Measure how well learning transfers into day-to-day operations.
• Make sure adult learning principles are built into training programs.
• Identify performance gaps and partner with managers to create the right training response.
• Adjust learning methods or retrain when needed.
• Align learning and development activities with key business indicators.
• Create clear guidelines so employees understand expectations and boundaries.
• Develop targeted training that improves service performance.
• Embed brand values and philosophy into all learning activities.
• Include guest satisfaction in departmental meetings as part of continuous improvement.

Budget and safety responsibilities

• Support the development of the training budget when needed.
• Help manage the budget in line with Human Resources and property financial targets.
• Control departmental discretionary spending to stay within budget goals.
• Use the P-card where appropriate to monitor and manage expenses.
• Conduct training needs analysis with department heads to identify general and role-specific occupational safety and health training needs.
• Arrange the required OSH training for all positions as part of the OSH management system.
• Organize OSH training sessions and keep training records updated.
• Review training effectiveness and update programs when improvements are needed.
• Participate in internal OSH audits as a qualified internal auditor.

Candidate profile

The role is suited to professionals with a background in hospitality, guest services, operations, or quality and learning leadership. The employer also values strong alignment with luxury service standards and a commitment to employee development, guest satisfaction, and continuous improvement.

Additional information

Job number: 26078094

Job category: Procurement, Purchasing, and Quality Assurance

Location: PO Box 91888, Al Maqta Area, Abu Dhabi, United Arab Emirates

Schedule: Full time

Remote status: No

Position type: Management

The organization is an equal opportunity employer and welcomes applicants from all backgrounds. Employment decisions are made without discrimination on any protected basis, including disability, veteran status, or any other basis protected by applicable law.

The brand emphasizes exceptional luxury service, the Gold Standards, and a culture shaped by Employee Promise, Credo, and Service Values. Team members are expected to deliver thoughtful and gracious service every day while contributing to a global hospitality organization.