Learning & Development
- Plan, manage, and execute the hotel's learning and development strategy.
- Conduct training needs analysis for all departments.
- Design and deliver training programs including induction, service excellence, technical skills, leadership, and safety training.
- Train and guide departmental trainers to ensure consistent training delivery.
- Prepare and maintain annual training plans and training calendars.
- Maintain training records, attendance, and effectiveness reports.
- Manage and control the training budget.
- Ensure completion of mandatory IHG e-learning and brand programs.
Quality & Standards
- Conduct regular quality audits and service standards checks.
- Ensure compliance with IHG brand standards and operational procedures.
- Monitor guest feedback and satisfaction scores and identify improvement areas.
- Work closely with department heads to implement corrective action plans.
- Support internal and external audits related to quality and service standards.
Team Engagement & Culture
- Promote a strong learning culture across the hotel.
- Support employee engagement and development initiatives.
- Coach and mentor team members to improve performance and service delivery.
- Assist HR in performance reviews, probation assessments, and development planning.
Reporting & Continuous Improvement
- Track and analyze training effectiveness and quality performance metrics.
- Prepare regular reports for senior management on learning and quality initiatives.
- Recommend continuous improvement strategies based on feedback and audits.
Qualifications & SkillsRequired
- Degree or Diploma in Hotel Management or a related field.
- Minimum 4 years of experience in Learning & Development or Quality roles within hospitality.
- Strong understanding of hotel operations and service excellence standards.
Preferred
- Post-graduate qualification or certification in Human Resources or Learning & Development.
- Excellent communication, presentation, and interpersonal skills.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Office and learning management systems.
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