Cluster Learning & Quality Manager

Your day to day

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.

• 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.

• 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 analyzing 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.

• 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. 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.

• 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

Ideally, the candidate should possess a minimum of 3 years of relevant experience within a senior capacity in the Hotel Industry (5-star hotel preferable).

You should be enthusiastic, spontaneous, & emphatic. You will bring with you strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage.

You should have a bachelor or master’s degree in Human Resources or Quality Assurance with a proven track record of training capabilities.

The ideal candidate will be result oriented and a self-motivated along with a positive attitude.

You should have the ability to think laterally and display a high level of integrity.

You should also have the ability to identify, impact and influence others. You are a strong team player, enthusiastic and flexible.