Learning & Quality Manager

• Conduct regular Training Needs Analysis (TNA) for the hotel and develop training plans aligned with business needs and IHG standards.
• Plan, coordinate, and implement training programs in line with the regional and hotel Training Calendar.
• Deliver IHG technical training and development workshops across all job bands.
• Train departmental trainers and supervisors on effective training techniques and facilitation skills.
• Prepare structured training plans for new colleagues and support onboarding initiatives.
• Create and maintain a talent pool of high-potential colleagues based on performance appraisals.
• Support management and leadership development programs, including PDP-related initiatives.
• Collaborate with external training providers, brand teams, and corporate L&D teams to ensure effective program delivery.
• Develop and produce training materials to support learning initiatives.

• Lead the implementation of IHG quality tools, brand standards, and new initiatives.
• Facilitate branded and luxury service training to enhance the guest experience and brand delivery.
• Educate colleagues on brand standards and ensure departmental compliance through training.
• Conduct service quality, brand standards, and product knowledge audits with department heads.
• Support annual quality evaluation audits and guest experience evaluations, ensuring corrective actions are implemented.
• Ensure compliance with new or updated brand standards on a bi-annual basis.

• Monitor cross-training progress and recommend internal applications for suitable vacancies.
• Evaluate the effectiveness of training programs and departmental trainers’ performance.
• Support colleagues’ personal development plans (PDPs) through targeted training interventions.

• Analyze hotel guest feedback and satisfaction data from multiple platforms.
• Identify root causes of service issues and recommend improvement actions to leadership.
• Support operational teams with initiatives that enhance guest satisfaction and business performance.

• Maintain and update training and development databases.
• Produce training, quality, and evaluation reports with actionable recommendations.
• Manage training administration and budget-related documentation.
• Prepare evaluation summaries and provide structured feedback to stakeholders.

• Support the IHG culture by promoting Winning Ways:

• Participate in hotel initiatives, special events, and community activities.
• Perform other duties as assigned by the Personnel Manager, HR Director, or Hotel Management.

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