LEARNING & QUALITY MANAGER

Duties include but are not limited to: 

 

• 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.

• Assist department trainers in creating and delivering departmental trainings.

• Create effective, monitor and evaluate training programs for:

o Candidate for managerial position

o All staff

o Hotel school trainees, etc.

• Establish a network of specialist training professionals to assist in the delivery of specific training programs or advanced courses.

• Ensure that department heads are accountable for employee training in line with their department SOP

• Create monthly training reports for Director of People & Culture, and General Manager, including:

o In-house training program implemented:

 Participants

 Number of participants

 Training period

 Trainee

 Provision costs (including labor costs)

 Expected return on investment, training goals

o External training program attended

 Participants

 Number of participants

 Training period

 Trainee

 Provision costs (including labor costs)

 Expected return on investment, training goals

• Collaborate with other IHG training managers to share experiences and resources

• Collaborate with educational institutions that offer hospitality and training courses

• Keep current information and records up to date on provider of Learning Resources and Training Materials

• Providing a brief description of all available in-house programs to senior management and department heads

• Contribute to local activities by following the instructions of the direct reporting lines

• Provide feedback to line managers regarding training timeline and formal performance assessment consultations in accordance with corporate guidelines

• Coach, counsel, monitor staff and provide them with constructive feedback to improve performance

• Communicate regularly with staff to maintain good relationships

• Work with direct reporting line to prepare, control and ensure effective use is made of the Training Department and related budgets.

 

 

Quality Assurance 

 

• Be present at key service delivery points to assess and audit service quality and brand standards.

• Support direct reporting line and department heads in the annual quality evaluation audit and takes necessary actions post quality evaluation audit and guest experience evaluation.

• Own on-going sustainment activities to foster branded service culture and delivery.

• Conduct spot trainings and support function heads with a clear understanding of challenges and opportunities for improvements through action planning. 

• Assist in building the Quarterly Tactical Solve action planning.

• Support Hotel Manager and Leadership Executive Team in reviewing, analyzing and responding to 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.

• Participates in the daily operations meeting and share relevant data and hotel performance trends.

• 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 performances

• Lead the implementation of IHG new quality tools and initiatives.

• Provide administrative support to the Hotel Manager, as per requests.

 

Required skills

• Establishing and maintaining effective employee relations and inter-departmental relationships.

• Demonstrate the ability to engage with customers, employees and third parties while bringing a positive image to hotels, brands and companies

• Company certification in training programs may be required, such as 360 feedback certification, GTC registration evaluator, nomination of accreditation, evaluation center evaluator, etc.

• Microsoft Office advanced skills

• Problem-solving, analysis, argumentation, motivation, organizational and training capabilities

• High writing skills 

 

Qualification

• Bachelor's or Master's Degree 

• Have 3 years of management experience in a relevant field of work, or an equivalent combination of education and work-related experience.