Franchise Hotel - Learning & Quality Manager

InterContinental Hotels Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A premium hotel group in Dubai is seeking a Learning & Quality Manager to develop and implement training programs and maintain quality standards across the hotel. This role involves ensuring staff are equipped to provide exceptional guest experiences while leading quality assurance initiatives. The ideal candidate will have a background in hospitality management and strong leadership skills, with a passion for people development and service excellence. Competitive salary and a variety of benefits offered.

Benefits

Competitive salary

Employee recognition programs

Inclusive work environment

Qualifications

• Strong knowledge of hotel operations and service standards.
• Minimum 3–5 years of experience in Learning & Development or Quality Assurance in a hotel.
• Certification in training or quality management is an advantage.

Responsibilities

• Develop and implement annual Learning & Development plan.
• Conduct regular quality audits and inspections.
• Lead the guest satisfaction program by monitoring feedback.

Skills

Leadership

Communication

Training development

Analytical skills

Interpersonal skills

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Microsoft Office

Learning Management Systems (LMS)

Job description

Join voco™ hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco™ hotels. The Learning & Quality Manager is responsible for developing, implementing, and maintaining training programs and quality standards across the hotel. This role ensures that all colleagues are equipped with the skills, knowledge, and attitude necessary to deliver exceptional guest experiences while maintaining compliance with brand and operational standards. The manager also leads quality assurance initiatives to continuously improve guest satisfaction and service excellence.

Learning & Development

• Develop and implement the annual Learning & Development plan aligned with the hotel’s business goals.

• Conduct training needs analysis in coordination with department heads.

• Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.

• Maintain accurate training records and track completion rates.

• Support department trainers and ensure training consistency across departments.

• Promote a learning culture and encourage career development among employees.

• Facilitate performance management workshops and support succession planning initiatives.

Quality & Brand Standards

• Ensure all operations comply with brand quality and service standards.

• Conduct regular quality audits and inspections in guest areas, F&B outlets, and back-of-house.

• Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.

• Analyze guest feedback trends and coordinate with departments for improvement action plans.

• Support pre-opening or rebranding training and quality implementation if required.

• Prepare and present monthly reports on training and quality performance to management.

Employee Engagement & Communication

• Foster a positive work environment that promotes teamwork, motivation, and employee engagement.

• Coordinate colleague recognition programs and employee activities.

• Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.

• Support HR initiatives and contribute to employee retention strategies.

Qualifications

• Bachelor’s degree in Hospitality Management, Human Resources, or related field.

• Minimum 3–5 years of experience in Learning & Development or Quality Assurance in a 4 or 5-star hotel.

• Strong knowledge of hotel operations and service standards.

• Excellent presentation, facilitation, and communication skills.

• Proficiency in Microsoft Office and learning management systems (LMS).

• Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.

• Strong leadership and interpersonal skills.

• Analytical and detail-oriented.

• Passion for people development and service excellence.

• High level of organization and time management.

• Ability to inspire and engage teams.

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. We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer 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. So, join us and you’ll become part of our hotel family.