Cluster L&Q Manager

InterContinental Hotels Group; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

Join a leading hotel as a Learning & Quality Manager, where you'll enhance team performance and guest satisfaction. You will oversee training programs, implement quality assurance, and work closely with department heads. Bring your passion for hospitality and commitment to service excellence, and advance your career in this dynamic environment.

Qualifications

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

Responsibilities

• Design, implement, and evaluate training programs for hotel staff.
• Develop and maintain quality assurance protocols.
• Monitor effectiveness of training programs through assessments.

Skills

Training development

Quality management

Performance evaluation

Communication

Analytical skills

Education

Relevant certifications in Learning & Development

Job description

At voco Al Khobar, you’ll find contemporary style combined with warm hospitality and a great location. We’re 5 minutes from the Eastern Province business hub, and a short drive from Khobar Sea Front promenade or the fashion boutiques of Dhahran Mall.

Our welcoming hotel makes life easy for business travellers and families looking for downtime. We have secure complimentary parking, and separate facilities for men and women in our spa and Fitness Centre. Inviting guest rooms have a subtle design and quality bedding, as well as refreshing power showers in spacious, marble bathrooms. You’ll find executive desks and complimentary WiFi in each room too, while thoughtful voco extras include Smart TVs, fragrant this works toiletries and picture windows with downtown views. Upgrade to an Executive Suite and we’ll add in separate living space and a Jacuzzi.

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.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

Training & Development: Design, implement, and evaluate training programs for all hotel staff. Ensure that training is aligned with hotel standards and guest expectations.
Quality Assurance: Develop and maintain quality assurance protocols to monitor guest satisfaction, ensuring that our services meet and exceed expectations.
Team Support: Work closely with department heads to identify training needs and provide support for staff development.
Performance Evaluation: Monitor the effectiveness of training programs through regular assessments and feedback. Provide constructive feedback to enhance team performance.
Compliance: Ensure that all training and operational processes are in compliance with health, safety, and legal requirements.
Guest Experience: Identify areas for improvement in the guest journey and develop initiatives to elevate overall satisfaction.
Reporting & Analysis: Track key performance indicators related to training and quality. Report findings to senior management and make recommendations for improvements.

What do we need from you?

Proven experience as a Learning & Quality Manager, or in a similar role, ideally within the hospitality industry.
Strong knowledge of training development, quality management, and performance evaluation.
Excellent communication and interpersonal skills, with the ability to engage and motivate a diverse team.
Ability to work independently, manage multiple priorities, and meet deadlines.
Strong analytical skills and the ability to assess training needs and quality metrics.
A passion for hospitality and a commitment to guest satisfaction.
Relevant certifications or qualifications in Learning & Development or Quality Management would be a plus.

What we offer Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.| |Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether."

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.