Learning & Quality Manager

• Design, implement and manage comprehensive learning programs for all departments, including onboarding, technical skills, leadership, and service excellence.
• Conduct regular training needs assessments to identify skill gaps and development priorities.
• Partner with department heads to create tailored development plans aligned with business goals.
• Lead, facilitate, and evaluate training programs (classroom, e-learning, on-the-job coaching).
• Maintain training records and monitor learning completion and effectiveness.

• Oversee internal quality audits (brand, safety, hygiene, guest experience, SOP compliance).
• Monitor compliance with IHG brand quality standards and operational procedures.
• Analyze audit results and develop action plans with department leaders to close gaps.
• Track, report and follow up on corrective action plans ensuring timely resolution.

• Develop quality performance dashboards and KPIs (Guest Scores, Internal Audit Scores, Training Effectiveness Metrics).
• Identify trends and improvement opportunities, sharing insights with leadership for decision-making.
• Drive initiatives to enhance service standards and operational performance.
• Lead cross-functional projects to improve productivity and quality.

• Support efforts to deliver exceptional guest service and brand promise.
• Work with Front Office and Guest Relations to train staff on guest recovery and personalized service delivery.
• Monitor guest feedback channels and partner with departments to address recurring issues.

• Coach managers and supervisors on performance management, coaching, and leadership competencies.
• Organize talent development initiatives, including succession planning and mentoring.
• Support culture-building activities that reinforce IHG values and service standards.

• Manage budget for learning and quality activities.
• Ensure all learning programs comply with corporate policies, health & safety, and local regulatory requirements.
• Maintain updated training materials and quality documentation.

Education:

• Bachelor’s degree in hospitality management, Business, HR, Education, or related field (Master’s preferred).

Experience:

• Minimum 5–7 years in hospitality learning & development, quality assurance, or operations with proven results.
• Experience in IHG brands or large international hotel operations preferred.
• Demonstrated ability leading learning initiatives, quality audits, performance improvement programs.

Skills & Competencies:

• Strong instructional design and facilitation skills.
• Excellent analytical and problem-solving abilities.
• Ability to influence at all levels and collaborate cross-functionally.
• High level of organization with ability to manage multiple projects.
• Proficient in Microsoft Office and LMS tools.
• Excellent communication and presentation skills.
• Passion for service excellence and continuous learning culture.