Learning & Developments and Quality Assurance Manager

Learning & Development and Quality Assurance Manager Luxury Hospitality | Premium Residential & Commercial Property | Multi-Site Portfolio Location: London & Multi-Site Travel Job Type: Full-Time, Permanent Recruitment Partner: Hyperion Partners The Opportunity Hyperion Partners is delighted to be partnering with an established and highly regarded property services organisation to recruit an experienced Learning & Development and Quality Assurance Manager.

This is an exciting opportunity for a passionate luxury hospitality professional to shape and elevate Front of House and Concierge service standards across a prestigious portfolio of premium residential and commercial properties.

Our client is seeking an individual with a strong background in five-star luxury hospitality, who can bring world-class service principles into the property management environment. The successful candidate will take ownership of developing a dedicated Front of House Service Academy, creating engaging learning programmes, implementing quality assurance frameworks and driving a culture of service excellence across multiple locations.

Key Responsibilities Learning & Development Strategy: Establish, develop and manage a dedicated Front of House Service Academy, creating structured training programmes and professional development pathways. Training Design & Delivery: Design and deliver engaging training covering five-star hospitality standards, luxury concierge services, customer experience, communication, personalisation and service recovery.

Digital Learning Development: Create and maintain a comprehensive digital learning library, including e-learning modules, interactive assessments, instructional videos and ongoing refresher training. Quality Assurance: Develop and implement service quality frameworks, conduct operational assessments, coordinate mystery shopping programmes and identify opportunities for continuous improvement.

Customer Experience: Lead customer journey mapping initiatives, evaluate service delivery and introduce improvements to enhance resident, occupier and visitor experiences. Multi-Site Service Standards: Establish consistent Front of House procedures and luxury hospitality standards across a diverse portfolio of premium residential and commercial properties.

Stakeholder Management: Collaborate with operational managers, property management teams and senior stakeholders to identify training needs and support service excellence. Performance Monitoring: Track training effectiveness, service quality, customer feedback and operational performance, producing reports and recommendations to support continuous improvement.

About You We are particularly interested in candidates who have developed their careers within recognised five-star luxury hotels or international luxury hospitality groups, ideally progressing into Learning & Development, Tr...

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