Learning & Quality Manager Full-time Job

2 weeks ago   Others   Dubai   49 views Reference: 33921
Job Details

Your day to day

As Learning & Quality Manager, you will be responsible for managing the hotel’s training functions, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Quality position impacts the skills, knowledge and attitude of every host and ensures the availability and use of effective resources.

Manage the day-to-day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments!

Develop resources for onboardings and training, including creating visual informative aids.

Conduct all Training Needs Analysis for the Hotel – Establishing core competencies required for key positions and identify/develop training programs for all development needs.

Establish and drive a high level of Leadership strength and competence through training/seminars/ resources.

Establish a departmental trainer platform to drive effectiveness in delivery of training programs and recommendation for improvement.

Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities.

Create a talent pool of high potentials within the business from the Annual Performance Appraisals

Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals.

Develop a network with other L&D professionals to learn best practices and establish game changers to the business.

Support and establish a learning culture within the hotel.

Quality Assurance:

Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) 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.

Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis – monitor improvements and communicate progress)

Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience.

Develop and conduct service quality and brand standards audits.

Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.

Lead and support departments in the annual quality evaluation audit

Takes necessary actions post quality evaluation audit and guest experience evaluation.

Company Description
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.