Learning & Quality Manager

About Us
We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty, and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make, and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues, and communities, every day is a chance to create great and unique experiences, in your own way. With over 370,000 colleagues in nearly 100 countries sharing our values, there are countless opportunities at your fingertips. We’re growing; grow with us. Conveniently located in the heart of one of Doha's key business districts, close to major banks, Crowne Plaza and Holiday Inn Doha – The Business Park is just a 15-minute drive by car or complimentary shuttle from Doha's Hamad International Airport and near such attractions as Museum of Islamic Arts and Souk Waqif. Our 378 stylish guestrooms and suites at Crowne Plaza and 307 well-appointed guestrooms at Holiday Inn are all equipped with modern amenities designed for comfort and high-speed wireless internet access to stay connected.

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 utilizes IHG training programs. • Conduct the IHG technical training and development workshops for 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 an 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 the Leadership team in reviewing and analyzing 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 to 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's new quality tools and initiatives. Brand • Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience. • Educate colleagues on the brand standards and ensure departmental training related to standards are taking place. • Own ongoing sustainment activities to foster branded service culture and delivery. • Collaborate with the brand team and corporate L&D teams to enhance the brand program for effective delivery on property. • Ensure compliance with new or updated brand standards on a bi-annual basis.


What we need from you

Ideally, the candidate should possess a minimum of 3 years of relevant experience within a senior capacity in the Hotel Industry (5-star hotel preferable). You should be enthusiastic, spontaneous, & emphatic. You will bring with your strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage. You will be result-oriented and self-motivated along with a positive attitude. You should have the ability to think laterally and display a high level of integrity. Also, you should also have the ability to identify, impact and influence others. You are a strong team player, enthusiastic and flexible. You should have a bachelor's or master’s degree in Human Resources or Quality Assurance with a proven track record of training capabilities


What we offer
In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please get in touch if this position matches your skills and interests and tell us how you could bring your individual competencies.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.