Learning & Quality Manager at Holiday Inn & Suites

6 months ago

Dubai, United Arab Emirates Holiday Inn Full time

**About us**

Travel is a journey. At Holiday Inn, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guest’s stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

Holiday Inn & Suites Dubai Science Park, is looking for a dedicated, positive, and guest-oriented** Learning & Quality Manager** to join the team

Ideally located in the heart of Dubai Science Park, in the most sought after residential area of Dubai. Minutes away from mega malls, magnificent Jumeirah Beaches, world’s leading tourist attractions and Parks, auto drome and over 5 championship golf courses. Holiday Inn & Suites at Dubai Science Park includes 240 hotel rooms and suites and 84 one-bedroom apartments, anchor F&B offerings and an extensive 1026sqm cutting-edge meeting and events facilities.

**Your day to day**

As a 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.

Learning & Development:

- 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 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.

**What We Need From You**

Ideally, you'll have some or all the following qualifications and experience we're looking for:

- Minimum 2 years’ experience working in a similar capacity in an international hotel establishment.
- Bachelor’s degree qualification in Human Resources, Hotel Administration or equivalent.
- Good oral and written proficiency in English Language is necessary.
- Training & facilitation certification is preferred.
- Result-oriented and self-motivated along with a positive attitude.
- Ability to identify, impact and influence others.

**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, protec

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