Assistant Manager - Learning & Quality | Voco Amritsar

About us

At voco®, we’ve created a hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character – and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting. 

At the heart of every great stay is a great host. We think the trick to hosting is to take the time to understand what your guests need, and want. So, before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us, we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won’t find in any guide book.

Join the Team at the Pre-Opening of voco Amritsar, located with excellent road connectivity to the city’s commercial and residential hubs, voco Amritsar caters to a dynamic mix of corporate, SME, and MICE clientele in a substantially competitive market. The voco Amritsar is located approximately 11.6 kilometers (7.2 miles) from the Golden Temple and 13 kilometers (8.0 miles) from Sri Guru Ram Dass Jee International Airport. 

With 139 well-appointed rooms, the hotel offers full-service F&B outlets including an All-Day Dining restaurant (90 covers), Lobby Lounge (30 covers), and Bar (60 covers), along with 24-hour Room Service. Our meetings and events space accommodates up to 500 guests, supported by additional leisure and wellness facilities such as a Health Club, Swimming Pool, and a boutique Spa.

What is expected from you?

As a part of management committee member, you shall be responsible to drive success for voco Amritsar.

Travel is a journey. We help make it a joy.
Designed to stand out from the crowd, voco hotels is IHG's fastest-growing premium brand, offering a hotel experience that is consistently thoughtful and distinct. Each property is characterised by its individual charm, providing guests with something different while also ensuring the reliability of a global brand. With an inviting and unstuffy atmosphere, voco hotels create a space where guests can truly unwind and feel at ease. Centred around the brand hallmarks 'Come on in', 'Me time', and 'voco life', voco delivers delightful and uplifting experiences brought to life by easy-going and attentive hosts. Launched in 2018, the voco brand by IHG is known for its rapid global expansion and focus on conversion opportunities, offering a "reliably different" upscale experience with a distinctive identity and relaxed service style.

What is the job?

As Assistant Manager – Learning & Quality, you will play a key role in driving service excellence and brand standards through impactful learning initiatives and quality assurance practices. You’ll support departmental training, onboarding, and performance improvement programs while also conducting audits, monitoring guest feedback, and helping teams consistently meet operational benchmarks.

We’re looking for an enthusiastic and detail-oriented professional with a passion for people development, hospitality standards, and continuous improvement.

Your day to day 

Financial returns:

Assist in the creation of and work within the established L&D/Training department budget and control expenses.

Monitor industrial trainees/interns/vocational trainees to manage costs and ensure statutory/IHG Academy compliances.

Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved

Effective utilisation of Industrial Trainees to control PTEB

People:

Create training programmes to foster a positive work environment for all employees. Support and administer an annual team member satisfaction survey.

Educate and train managers on IHG On boarding programs/ Winning Culture in accordance with hotel or company policies including, performance management process, and related programmes to foster productivity, and enhance performance.

Analyze training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review

Familiarize yourself with the IHG HR and Training Standards, localizing where necessary Ensure effective training programs are in place for the following:

• New Employee Orientation
• IHG Frontline
• Customer Service Training
• Technical job specific training (through certification of departmental standards and procedures)
• Supervisory Skills Training
• Management Development
• Fire, Life and Safety Training
• Selling Skills
• Employee retraining

Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development

Design, produce and implement training programmes which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective

Attend departmental training session and critique performance

Liaise with other IHG Training Managers to share experiences and resources

Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance Regularly communicates with staff and maintains good relations

Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager

Guest experience:

Regular monitoring and evaluation of Guest Love scores

Develop creative ways to inspire and motivate team members to provide guests with a unique experience.

Make time to interact with guests to solicit feedback and build relationships to understand how team members can increase guest satisfaction.

Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience

Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: Guest HeartBeat scores, achievement of budget, etc

Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines

Conducts/Drive Service Standard Audits and share feedback with department heads

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests 
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

What we offer

We’ll reward all your hard work with a great work environment and benefits – including but not limited to F&B Discount, IHG Employee Rate, Hotel Uniform, Meal at Employee Restaurant, excellent development, and advancement opportunities across the globe.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.