Assistant Manager Learning and Quality
Learning & Development:
Assist in designing and delivering training programs as per IHG Way of Hospitality
Conduct induction and onboarding sessions for new employees
Support departmental trainers in delivering functional training
Monitor completion of mandatory training modules (e.g., MyLearning platform)
Identify training needs through performance reviews and feedback
Maintain training records and prepare monthly training reports
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Quality Assurance:
Ensure adherence to IHG brand standards and audit requirements
Conduct regular quality audits, including rooms, F&B, and service touchpoints
Support in preparation for internal and external audits (e.g., QEA Quality Evaluation Audit)
Track guest feedback (e.g., Guest Love / Medallia scores) and identify improvement areas
Work closely with departments to implement corrective action plans
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Guest Experience:
Promote a culture of True Hospitality for Good
Analyze guest feedback trends and share insights with HODs
Conduct service culture and behavioral training sessions
Support guest engagement initiatives and service recovery processes
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Employee Engagement & Development:
Assist in organizing engagement activities and recognition programs
Support career development initiatives and succession planning
Encourage cross-training and multi-skilling among employees
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Compliance & Standards:
Ensure compliance with all IHG policies, HR policies, and statutory requirements
Monitor grooming, hygiene, and service standards across departments
Maintain documentation for audits and training compliance
Key Skills & Competencies:
Strong communication and presentation skills
Knowledge of training methodologies and quality systems
Attention to detail and analytical mindset
Good interpersonal and influencing skills
Proficiency in MS Office and learning platforms
Qualifications & Experience:
Graduate/Postgraduate in Hotel Management or HR
2 4 years of experience in Learning & Development or Quality in hospitality
Experience with IHG systems and brand standards preferred
Disclaimer:
The job location mentioned in this description is based on publicly available information or company headquarters. Candidates are advised to verify the exact job location directly with the employer before applying.