• The Learning & Quality Manager drives a strong learning culture and service excellence across the hotel. The role develops and delivers training programs to enhance employee engagement, skills, and career growth while ensuring consistent quality standards. Responsibilities include developing departmental trainers, supporting quality audits and mystery shopper programs, monitoring guest satisfaction results and online reputation, and partnering with operations to continuously improve the guest experience.
Main duties and responsibilities (main activities of the role)
Learning and Development
• Analyze current training and development needs for the hotel departments and individuals and make strategic recommendations to direct reporting line and department heads as required.
• Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience.
• Can localize and is familiar with IHG brand quality and training standards.
• Can establish an effective training program development, including:
o Orientation for new employees
o Train the Trainer program
o Customer service training
o Technical job-specific trainings (as per departmental standards operating procedures)
o Management skills training
o Management and leadership development program
o Fire safety trainings
o Sales skills
• Track, input, maintain and audit all individual employee training records regarding in-house programs as per objectives
• Keep all training records up to date for the hotel
• Establish a training resources library that includes books, videos, journals and audiovisual materials to support trainers in delivering training programs and personal development of their staff.
• Collaborate with department heads to design, create and implement training programs that will meet specific department needs, and ensure that training session plans and training delivery are effective.
• Participate in department training sessions, conduct meetings to review performance trends
• Use IHG benchmarks to monitor the success of your training program and adjust your strategies accordingly. Example: ESPS, GSTS, budget achievement, etc.
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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