Learning And Quality Manager

IHG Hotels & Resorts

A little taste of your day-to-day:

Every day is different at IHG, but you ll mostly be:

• Manage the day-to-day activities of the Learning function, ensuring proper documentation and compliance of mandatory trainings and assessments.
• Conduct the IHG technical training and development workshops to all job bands.
• Train departmental trainers and supervisors in techniques and skills for training.
• Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.
• Evaluate departmental trainers performance and effectiveness of training programs.
• Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve.
• 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.
• Support Leadership team in reviewing and analyze 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.
• 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.
• Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience.
• 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.
• 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.
• Own on-going sustainment activities to foster branded service culture and delivery.
• 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.
  
  

What We need from you:

• Proven experience as a Learning & Quality Manager, or in a similar role, ideally within the hospitality industry.
• Strong knowledge of training development, quality management, and performance evaluation.
• Excellent communication and interpersonal skills, with the ability to engage and motivate a diverse team.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Strong analytical skills and the ability to assess training needs and quality metrics.
• A passion for hospitality and a commitment to guest satisfaction.
• Relevant certifications or qualifications in Learning & Development or Quality Management would be a plus.