Learning & Quality Manager at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa

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

Job summary

A renowned hospitality resort in Ras Al Khaimah is seeking a Learning & Quality Manager to lead training initiatives, enhance guest experiences, and ensure compliance with quality standards. The ideal candidate will manage the learning function, conduct training workshops, and evaluate the effectiveness of training programs. This role offers competitive salary, uniform, room discounts, and opportunities for growth in an inclusive culture.

Benefits

Competitive salary

Full uniform

Room discounts

Top-tier training

Qualifications

• Proven experience as a Learning & Quality Manager or similar role, preferably in hospitality.
• Strong knowledge of training development, quality management, and performance evaluation.
• Excellent communication and interpersonal skills.

Responsibilities

• Managing the daily activities of the Learning function, ensuring compliance of mandatory trainings.
• Conducting technical training and development workshops for all job levels.
• Evaluating the performance of departmental trainers and the effectiveness of training programs.

Skills

Training Development

Quality Management

Performance Evaluation

Communication Skills

Analytical Skills

Education

Certifications in Learning & Development or Quality Management

Job description

Learning & Quality Manager at InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa

We are a people-powered business seeking a Learning & Quality Manager who understands that culture is key. The ideal candidate will create an enabling and empowering environment that brings out the best in our team and delivers memorable experiences to our guests.

Daily responsibilities include:

• Managing the daily activities of the Learning function, ensuring proper documentation and compliance of mandatory trainings and assessments.
• Conducting technical training and development workshops for all job levels.
• Training departmental trainers and supervisors in effective training techniques.
• Performing Training Needs Analysis for the hotel and utilizing IHG training programs.
• Evaluating the performance of departmental trainers and the effectiveness of training programs.
• Planning monthly Department trainer meetings to review training needs and plans.
• Liaising with educational institutions regarding internship placements.
• Monitoring cross-training progress and internal vacancy applications.
• Implementing product knowledge assessments to maintain high standards of product knowledge.
• Creating a talent pool of high potentials based on performance appraisals.
• Supporting the leadership team in analyzing guest feedback and identifying areas for improvement.
• Participating in daily operational meetings and sharing relevant performance data.
• Facilitating quality, guest experience, and tactical meetings with operations.
• Conducting service quality and brand standards audits with department stakeholders.
• Supporting quality evaluations and implementing necessary actions.
• Promoting service excellence initiatives to enhance guest experience.
• Assisting in initiatives that improve guest satisfaction and business performance.
• Leading the implementation of new quality tools and initiatives.
• Facilitating branded training to elevate luxury service delivery.
• Educating colleagues on brand standards and ensuring compliance.
• Maintaining ongoing activities to foster a branded service culture.
• Collaborating with brand and corporate L&D teams to enhance training programs.
• Ensuring compliance with updated brand standards bi-annually.

Qualifications and skills required:

• Proven experience as a Learning & Quality Manager or similar role, preferably in hospitality.
• Strong knowledge of training development, quality management, and performance evaluation.
• Excellent communication and interpersonal skills.
• Ability to work independently, manage multiple priorities, and meet deadlines.
• Strong analytical skills for assessing training needs and quality metrics.
• A passion for hospitality and guest satisfaction.
• Relevant certifications in Learning & Development or Quality Management are a plus.

What we offer:

Competitive salary, full uniform, room discounts, and top-tier training. We foster an inclusive culture that celebrates diversity and promotes wellbeing through our myWellbeing framework. Join us and be part of our global family, where you can belong, grow, and make a difference.