Join an established and highly regarded property services organisation as Learning & Development and Quality Assurance Manager in London, on a permanent basis.

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.

Luxury Hospitality | Premium Residential & Commercial Property | Multi-Site Portfolio
Location: London & Multi-Site Travel
Job Type: Full-Time, Permanent

Read on if you’re a professional 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.

Day-to-day of the role

• 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.

Skills you need

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, Training, Service Excellence or Quality Assurance leadership positions.

The ideal candidate will demonstrate:

• Proven Learning & Development experience within a recognised five-star luxury hotel or international luxury hotel group.
• Significant experience designing, developing and personally delivering luxury hospitality training programmes.
• A strong understanding of five-star service standards, personalised guest experiences, professional presentation and service recovery.
• Experience creating structured learning programmes, training frameworks or internal service academies.
• The ability to independently develop digital learning materials and work with Learning Management Systems (LMS).
• Experience implementing service quality standards, conducting audits and delivering measurable improvements.
• Strong coaching, presentation, facilitation and stakeholder engagement skills.
• The ability to work across multiple properties, adapting training programmes to different environments and client expectations.

Experience with Forbes Travel Guide standards, Leading Hotels of the World, luxury hospitality training academies or recognised service excellence frameworks would be particularly advantageous.

A relevant training, facilitation or instructional design qualification, or equivalent demonstrable professional expertise, is required.

Why this is the role for you

This is more than a traditional training position. It offers the opportunity to create and shape a service excellence function within a growing and established property services environment.

You will have the opportunity to:

• Establish and lead a dedicated Front of House Service Academy.
• Influence service standards across a prestigious multi-site property portfolio.
• Transfer world-class luxury hospitality principles into premium residential and commercial environments.
• Develop innovative digital learning and quality assurance programmes.
• Work closely with senior leadership and play an influential role in the organisation’s ongoing growth and service development.

To apply

If you are an experienced luxury hospitality Learning & Development professional looking for an opportunity to make a lasting impact beyond the traditional hotel environment, we would welcome a confidential conversation.

Submit your CV for the role of Learning & Development and Quality Assurance Manager, by clicking on the apply button and filling in the required fields. Your submission will be sent to Ed Tree.