Cluster Learning & Quality Manager

InterContinental Hotels Group; Saudi Arabia; On-site; SAR 80,000 - 100,000; Full time

Job summary

A global hospitality company in Saudi Arabia seeks a Learning & Quality Manager responsible for improving guest experiences through targeted training and quality assurance programs. The ideal candidate will conduct training needs analysis, support the leadership team, and collaborate with various departments to uphold brand standards. This role calls for strong communication skills and a keen attention to detail.

Qualifications

• Experience in conducting training and development workshops.
• Ability to analyze guest feedback and implement improvements.
• Strong communication and facilitation skills.

Responsibilities

• Support leadership in Quality improvement activities.
• Conduct training for departmental trainers and supervisors.
• Collaborate on service quality audits and brand standards compliance.

Skills

Training Needs Analysis

Quality Assurance

Operational Training

Performance Evaluation

Job description

Overview

If there’s one thing we know, it’s that a great host is at the heart of every great stay. And it might be stating the obvious, but at home or in a hotel, we think the trick to being a great host is understanding what your guests want and when they want it. Knowing when to add those little touches and small thoughtful gestures that make every stay special and when to take a step back. At voco, everyone’s a host. WHAT’S THE JOB? Being a Learning & Quality Manager means driving exceptional guest experiences through targeted and measured training platforms along with a high level of attention to detail in quality assurance and standard s.

Note: This overview preserves the original language and context, while preparing for structured sections below.

Your day-to-day

This role provides support to the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs to all colleagues, to improve and maintain job performance.

Learning & Development

• Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.
• Conduct the IHG technical training and development workshops to all job bands.
• Train departmental trainers and supervisors in techniques and skills for training.
• Evaluate departmental trainers’ performance and effectiveness of training programs.
• Liaise with schools and universities regarding placements of internship students.
• Monitor cross training progress and suggest for internal application for suitable internal vacancies.
• Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property.
• Create a Talent pool of High Potentials from the Annual Performance Appraisals.
• Develop Succession plans for the Talent Pool with the Department Heads and monitor progress based on goals.
• Prepare the yearly Learning & Development budget in line with the corporate requirements.

Quality Assurance

• Support Leadership team in reviewing and analyse hotel guest feedback through various platforms on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
• Participate in the daily operations meeting and share relevant data & hotel performance trends.
• Support operation team in facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve meetings and action planning sessions.
• Assist the leadership team in building the Quarterly Tactical Solve action planning.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support department heads in the annual quality evaluation audit and takes necessary actions post quality evaluation audit and guest experience evaluation.
• Assist operations team on initiatives that drive guest satisfaction and business performance in key areas.
• Lead the implementation of IHG new quality tools and initiatives.

Brand

• Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience.
• Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.
• Collaborate with brand team and corporate L&D teams to enhance the brand program for effective delivery on-property.
• Ensure compliance with new or updated brand standards on a bi-annual basis