Learning & Quality Manager at Intercontinental Ras

5 days ago

UAE, United Arab Emirates InterContinental Full time

Responsible for managing the hotel’s training functions, including developing a complement of qualified departmental trainers and establishes a hotel system for generating training data and evaluating results. The Learning & Quality Manager position impacts on the skills, knowledge and attitudes of every hotel colleague and ensures the availability and use of effective resources. support the leadership team and their departments on all quality improvement activities

A little taste of your day-to-day:
Every day is different, but you’ll mostly be:

- Assisting in the creation of and work within the established annual Training budget.
- Monitoring and evaluating training expenditure to ensure hotel cost efficiency and cost benefit
- Assessing the return of investment of any training program before and after implementation.
- Aligning current training and development programs to effectively impact key business indicators.
- Producing monthly training activities ROI reports for the Director of Human Resources and the General Manager
- Establishing a Departmental Trainer platform to drive effectiveness in the delivery of training programs and recommendation for improvement
- Evaluating departmental trainers’ performance and effectiveness of training programs.
- Planning monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve.
- Acting as a role model to colleagues by living the IHG Winning Ways and brand Service Behaviours, and is responsible to drive the culture through training programs.
- Supporting Leadership team in reviewing and analysing 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
- Being 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
- Leading and facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis - monitor improvements and communicate progress)
- Conducting service quality and brand standards audits

What We need from you:

- Bachelor’s Degree or similar qualification in Human Resources/Hotel Administration or equivalent field is required.
- Minimum of 3 years background in a Human Resources position with Training and Quality background in luxury hotel chain is preferred.
- Ability to maintain confidentiality to the extent possible in all Human Resources-related matters.
- Resort experience is an added advantage

What you can expect from us:
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing

framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

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