Assistant Manager Learning and Quality

Learning & Development:

Assist in designing and delivering training programs as per IHG Way of Hospitality

Conduct induction and onboarding sessions for new employees

Support departmental trainers in delivering functional training

Monitor completion of mandatory training modules (e.g., MyLearning platform)

Identify training needs through performance reviews and feedback

Maintain training records and prepare monthly training reports

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Quality Assurance:

Ensure adherence to IHG brand standards and audit requirements

Conduct regular quality audits, including rooms, F&B, and service touchpoints

Support in preparation for internal and external audits (e.g., QEA – Quality Evaluation Audit)

Track guest feedback (e.g., Guest Love / Medallia scores) and identify improvement areas

Work closely with departments to implement corrective action plans

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Guest Experience:

Promote a culture of True Hospitality for Good

Analyze guest feedback trends and share insights with HODs

Conduct service culture and behavioral training sessions

Support guest engagement initiatives and service recovery processes

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Employee Engagement & Development:

Assist in organizing engagement activities and recognition programs

Support career development initiatives and succession planning

Encourage cross-training and multi-skilling among employees

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Compliance & Standards:

Ensure compliance with all IHG policies, HR policies, and statutory requirements

Monitor grooming, hygiene, and service standards across departments

Maintain documentation for audits and training compliance

Key Skills & Competencies:

Strong communication and presentation skills

Knowledge of training methodologies and quality systems

Attention to detail and analytical mindset

Good interpersonal and influencing skills

Proficiency in MS Office and learning platforms

Qualifications & Experience:

Graduate/Postgraduate in Hotel Management or HR

2–4 years of experience in Learning & Development or Quality in hospitality

Experience with IHG systems and brand standards preferred