Learning and Quality Manager II voco Goa

• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • Daily house count and expected arrivals/departures.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental standards and procedures.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Review and track the quality score and update the leadership team on the progress
• Motivate deep analyze of Guest feedback, identifying root causes and set up corrective action to improve Guest experience, satisfaction and engagement level.
• Cultivate innovation for the voco Goa Guest Journeys and track on the progress
• Conduct voco Goa Culture Orientation and other training required by voco Goa and IHG as needed.
• Oversee IHG Academy recruitment.  Prepare strategy and plan to select top candidates in schools world-wide.
• Coordinate all leadership development training.
• Arrange and develop training programs for IHG Academy programs as needed
• Participate or conduct in daily departmental briefing.  Attend and participate in other departmental briefing
• Inspect grooming and attire of colleagues
• Conduct annual needs assessments to evaluate training needs within the Hotel.
• Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures and brand standards
• Monitor the staffs' interaction with guests and colleagues ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist departmental staff with their job functions to ensure optimum service to guests/ colleagues.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Review defects and variances daily to evaluate trends and put into action the appropriate quality improvement tools.
• Instruct on quality principles and theories, and give mentorship for Quality Improvement Team
• Be an ambassador of voco, IHG, and all standards and policies.
• Prepare the appropriate reports for Executive Committee.
• Prepare feedback tools to measure the effectiveness of training activities.
• Ensure that the application, screening, interview and hiring process for all candidates is carried out in accordance with hotel policy and procedures. Conduct training when needed to re-focus on proper selection processes.
• Oversee the career path process and colleague transfer program.
• Identify and coordinate outside training sources which address the hotel's training needs.
• Conduct the voco Goa Torch Bearer (Departmental Trainer) training program and develop others to instruct training workshops and classes due to interest or expertise.
• Identify certified personnel for First Aid training on C.P.R. and AED and other Risk and Safety, also health awareness topics.  Schedule and maintain current records on certified hotel Colleagues.
• Assist with development and selection of voco Goa Torch Bearer (Departmental Trainers)
• Coach on effective progressive discipline procedures.
• Develop and coordinate colleague incentive and recognition programs.
• Plan and coordinate with the HR Team all colleague recognition activities (i.e., awards banquet).
• Plan and coordinate with the HR Team to contact local organizations and establish CSR projects which the hotel can become involved with to promote positive public relations with the local community.
• Assist in preparing the Human Resources budget annually.  Track actuals to forecast and keep expenses within budget.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.

It can be a physical role and although there are the usual meetings, briefings and of course reports to run, you will need to be on your feet some of the day out and about in the hotel, so fitness will be key for you, although reasonable adjustments will be made where we can. You will need to speak English for this specific role and looking at your next move, we would love it if you were multi-lingual, but it’s not essential just yet.