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Learning & Quality Manager at InterContinental Dubai Marina

Intercontinental Hotels Group (IHG)

Posted on December 2, 2019

3 - 4 years United Arab Emirates - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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Your day to day
Learning & Development
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 asses 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 succession plans for the talent pool with the Department Heads and monitor progress based on goals
Develop a network with other L&D professionals to learn best practices and establish game changers to the business
Manage the day to day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments
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 trainings related to standards are taking place
Lead and support departments in the annual quality evaluation audit
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 you strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage. You should have a bachelor or master's degree in Human Resources or Quality Assurance with a proven track record of training capabilities.
The ideal candidate will be result oriented and a self-motivated along with a positive attitude. You should have the ability to think laterally and display a high level of integrity. You should also have the ability to identify, impact and influence others. You are a strong team player, enthusiastic and flexible.

Hotels / Hospitality

Quality / Testing / QA / QC / Inspector


Learning & Quality Manager at InterContinental Dubai Marina


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Intercontinental Hotels Group (IHG)

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