Training And Quality Executive

IHG Hotels & Resorts

As a Training and Quality Executive, you will be responsible for supporting the delivery of learning and service excellence across the hotel. You will coordinate training initiatives, assess operational quality standards, and help embed a culture of continuous improvement, ensuring all team members deliver a world-class guest experience befitting the worlds tallest hotel.

Key Responsibilities:

Training & Development:

• Assist in identifying training needs across departments through audits, feedback, and performance data.
• Coordinate and deliver onboarding programs for new joiners.
• Support the execution of brand, service, and soft skills training workshops.
• Maintain accurate training records and compliance tracking.
• Evaluate training effectiveness through feedback and performance assessments.

Quality & Service Standards:

• Conduct regular quality checks, audits, and mystery guest simulations in line with LQA/Forbes standards.
• Monitor guest feedback platforms (e.g., TrustYou, ReviewPro) and collaborate with department heads to improve service scores.
• Follow up on guest complaints and service recovery cases to identify training gaps.
• Assist in creating and updating SOPs and service standards in collaboration with operational leaders.
• Promote a guest-centric culture by championing best practices and recognizing service excellence.