Cluster Learning & Quliety Manager voco

Being a Learning & Quality Manager means driving exceptional guest experiences through targeted and measured training platforms along with a high level of attention to detail in quality assurance and standard s.

YOUR DAY-TO-DAY

This role provides support to the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs to all colleagues, to improve and maintain job performance.

LEARNING & DEVELOPMENT

• Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.
• Conduct the IHG technical training and development workshops to all job bands.
• Train departmental trainers and supervisors in techniques and skills for training.
• Evaluate departmental trainers performance and effectiveness of training programs.
• Liaise with schools and universities regarding placements of internship students.
• Monitor cross training progress and suggest for internal application for suitable internal vacancies.
• Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property.
• Create a Talent pool of High Potentials from the Annual Performance Appraisals.
• Develop Succession plans for the Talent Pool with the Department Heads and monitor progress based on goals.
• Prepare the yearly Learning & Development budget in line with the corporate requirements.

QUALITY ASSURANCE

• Support Leadership team in reviewing and analyse hotel guest feedback through various platforms on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
• Participate in the daily operations meeting and share relevant data & hotel performance trends.
• Support operation team in facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve meetings and action planning sessions.
• Assist the leadership team in building the Quarterly Tactical Solve action planning.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support department heads in the annual quality evaluation audit and takes necessary actions post quality evaluation audit and guest experience evaluation.
• Assist operations team on initiatives that drive guest satisfaction and business performance in key areas.
• Lead the implementation of IHG new quality tools and initiatives.

BRAND

• Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience.
• Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.
• Collaborate with brand team and corporate L&D teams to enhance the brand program for effective delivery on-property.
• Ensure compliance with new or updated brand standards on a bi-annual basis.