Assistant Learning & Quality Manager Full-time Job

Your day to day

This role provides support to the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs to all colleagues, to improve and maintain job performance.

Learning & Development

Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.

Conduct the IHG technical training and development workshops to all job bands.

Train departmental trainers and supervisors in techniques and skills for training.

Evaluate departmental trainers’ performance and effectiveness of training programs.

Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve.

Liaise with schools and universities regarding placements of internship students.

Monitor cross training progress and suggest for internal application for suitable internal vacancies.

Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property.

Create a Talent pool of High Potentials from the Annual Performance Appraisals.

Develop Succession plans for the Talent Pool with the Department Heads and monitor progress based on goals.

Prepare the yearly Learning & Development budget in line with the corporate requirements.

Quality Assurance

Support Leadership team in reviewing and analyse 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.

Participate in the daily operations meeting and share relevant data & hotel performance trends.

Support operation team in facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve meetings and action planning sessions.

Assist the leadership team in building the Quarterly Tactical Solve action planning.

Develop and conduct service quality and brand standards audits with department head stakeholders.

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

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 performance in key areas.

Lead the implementation of IHG new quality tools and initiatives.

About IHG®IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.With a family of 18 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,000 open hotels in over 100 countries, and more than 1,900 in the development pipeline.Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel IndigoPremium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN HotelsEssentials: Holiday Inn Hotels & Resorts, Holiday Inn Express, avid hotelsSuites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood SuitesExclusive Partners: Iberostar Beachfront ResortsInterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.Visit us online for more about our hotels and reservations and IHG One Rewards. To download the new IHG One Rewards app, visit the Apple App or Google Play stores.