Learning & Quality Manager

We are a people-powered business. So, we’re looking for a Learning & Quality Manager who is passionate about developing people, elevating service culture, and driving continuous improvement across the hotel. Someone who can design impactful learning experiences, uphold brand standards, and ensure every colleague delivers exceptional service that reflects our values and enhances guest satisfaction.

Every day is different, but you’ll mostly be:

Leading all learning and development initiatives, including orientation, brand training, departmental training frameworks, and leadership development programs.

Driving the hotel’s quality and service culture by monitoring guest feedback sources, analysing trends, and collaborating with HODs to implement improvement strategies.

Ensuring full compliance with IHG brand standards, Forbes standards (where applicable), and quality audit requirements.

Facilitating interactive training workshops, coaching sessions, and service culture programs that inspire colleagues and improve performance.

Supporting department trainers and supervisors with tools, checklists, and on-the-job training guidelines to maintain consistent service delivery.

Managing the Learning Management System (LMS), tracking colleague progress, and maintaining accurate training records.

Leading the onboarding experience and ensuring new colleagues receive a strong and engaging welcome to the brand.

Coordinating internal recognition programs and contributing to colleague engagement and development initiatives.

Preparing monthly learning and quality dashboards, reports, and audit documentation.

Acting as a champion of service excellence, colleague empowerment, and continuous improvement across the hotel.

Bachelor’s degree in Hospitality, Human Resources, Education, or a related field.

Minimum 2–4 years of experience in Learning & Development or Quality Management in a 4- or 5-star hotel.

Strong facilitation, presentation, and coaching skills with the ability to engage diverse audiences.

Knowledge of training design, service standards, quality assurance processes, and brand compliance.

Excellent communication, interpersonal, and organisational skills.

Ability to analyse guest feedback, identify trends, and propose meaningful action plans.

Must speak fluent English; additional languages may be preferred.

Strong computer skills and familiarity with LMS platforms.

Flexibility to work across departments and adapt to operational needs.

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.