Learning & Quality Manager

InterContinental Hotels Group; Oman; On-site; OMR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking hotel brand as a Learning & Quality Manager, where your expertise will shape exceptional guest experiences. In this pivotal role, you'll design and implement training programs, ensuring that every team member is equipped to deliver outstanding service. You'll also establish quality assurance measures and work closely with department heads to enhance guest satisfaction. This position offers a unique opportunity to make a significant impact in a dynamic environment focused on fostering connections and memorable experiences. If you're passionate about hospitality and dedicated to excellence, this role is perfect for you.

Qualifications

• Proven experience in hospitality as a Learning & Quality Manager.
• Strong knowledge in training development and quality management.

Responsibilities

• Design and implement training programs for hotel staff.
• Develop quality assurance protocols to monitor guest satisfaction.
• Collaborate with department heads to identify training needs.

Skills

Training Development

Quality Management

Performance Evaluation

Communication Skills

Analytical Skills

Education

Relevant Certifications in Learning & Development

Job description

# Learning & Quality Manager

Hotel Brand:

Crowne Plaza Hotels & Resorts

Location:

Oman, Salalah

Hotel:

Salalah (SLLSS), Po Box 870, 211

Job number:

141400

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Overview

As the Learning & Quality Manager, you will be responsible for ensuring that all team members are equipped with the skills, knowledge, and resources they need to deliver exceptional service to our guests. You will oversee training programs, implement quality assurance measures, and work closely with department heads to continuously improve the guest experience.

Key Responsibilities

1. Training & Development: Design, implement, and evaluate training programs for all hotel staff. Ensure training aligns with hotel standards and guest expectations.
2. Quality Assurance: Develop and maintain quality assurance protocols to monitor guest satisfaction, ensuring our services meet and exceed expectations.
3. Team Support: Collaborate with department heads to identify training needs and support staff development.
4. Performance Evaluation: Assess the effectiveness of training programs through regular assessments and feedback, providing constructive feedback to enhance team performance.
5. Compliance: Ensure all training and operational processes comply with health, safety, and legal requirements.
6. Guest Experience: Identify areas for improvement in the guest journey and develop initiatives to elevate satisfaction.
7. Reporting & Analysis: Track KPIs related to training and quality, report findings to senior management, and recommend improvements.

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. Ability to work independently, manage multiple priorities, and meet deadlines. Strong analytical skills and a passion for hospitality and guest satisfaction. Relevant certifications in Learning & Development or Quality Management are a plus.

About Us

Join Crowne Plaza, one of the world's leading premium hotel brands with over 420 hotels globally. We focus on creating spaces that foster connections and memorable experiences. Our service style 'Dare to Connect' emphasizes emotional connections, encouraging colleagues to use their personality and initiative to enhance guest experiences. Every team member's role is to create memorable emotional connections, supported by leadership that fosters such an environment.