We are a people powered business. So, we’re looking for a Learning & Quality Manager who recognises that culture is key – with the drive to create an enabling and empowering environment that brings the best out of our team. And delivers truly memorable experiences to our guests as a result. A little taste of your day-to-day: Every day is different at IHG, but you’ll mostly be: + Manage the day-to-day activities of the Learning function, ensuring proper documentation and compliance of mandatory trainings and assessments. + Conduct the IHG technical training and development workshops to all job bands. + Train departmental trainers and supervisors in techniques and skills for training. + Conduct Training Needs Analysis for the Hotel and utilize IHG training programs. + 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 for 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. + Support Leadership team in reviewing and analyze 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. + 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 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 new quality tools and initiatives. + 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 on-going sustainment activities to foster branded service culture and delivery. + Collaborate with 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: + Proven experience as a Learning & Quality Manager, or in a similar role, ideally within the hospitality industry. + Strong knowledge of training development, quality management, and performance evaluation. + Excellent communication and interpersonal skills, with the ability to engage and motivate a diverse team. + Ability to work independently, manage multiple priorities, and meet deadlines. + Strong analytical skills and the ability to assess training needs and quality metrics. + A passion for hospitality and a commitment to guest satisfaction. + Relevant certifications or qualifications in Learning & Development or Quality Management would be a plus. 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. 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. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.