Learning & Quality Manager

5 months ago

Doha, Qatar Crowne Plaza Hotels & Resorts Full time

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way. With over 370,000 colleagues in nearly 100 countries sharing our values, there are countless opportunities at your fingertips. We’re growing; grow with us. Conveniently located in the heart of one of Doha's key business districts, close to major banks, Crowne Plaza and Holiday Inn Doha - The Business Park is just a 15-minute drive by car or complimentary shuttle from Doha's Hamad International Airport and near such attractions as Museum of Islamic Arts and Souk Waqif. Our 378 stylish guestrooms and suites at Crowne Plaza and 307 well-appointed guestrooms at Holiday Inn are all equipped with modern amenities designed for comfort and high-speed wireless internet access to stay connected.

**Your day-to-day**

As Learning & Quality Manager, you will be responsible for managing the hotel’s training functions, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Quality position impacts the skills, knowledge, and attitude of every host and ensures the availability and use of effective resources.
- Manage the day-to-day activities of the L&D function, ensuring proper documentation and compliance with mandatory training and assessments
- Develop resources for onboarding and training, including creating visual informative aids.
- Conduct all Training Needs Analysis for the Hotel - Establish core competencies required for key positions and identify/develop training programs for all development needs.
- Establish and drive a high level of Leadership strength and competence through training/seminars/ resources.
- Establish a departmental trainer platform to drive effectiveness in the delivery of training programs and recommendations for improvement.
- Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities.
- Create a talent pool of high potentials within the business from the Annual Performance Appraisals
- Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals.
- Develop a network with other L&D professionals to learn best practices and establish game changers for the business.
- Support and establish a learning culture within the hotel.

**Quality Assurance**:

- Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) regularly and provide a clear understanding of the root cause of the issues and areas to improve.
- Participate in the daily Operations meeting.
- Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis - monitor improvements and communicate progress)
- Work closely with the Front Office Team to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience.
- Develop and conduct service quality and brand standards audits.
- Educate colleagues on the brand standards and ensure departmental training related to standards is taking place.
- Led and supported departments in the annual quality evaluation audit
- Takes necessary actions post quality evaluation audit and guest experience evaluation.

**What we need from you**
- Minimum 2-3 years experience working in a similar capacity in an international hotel establishment.
- Minimum bachelor’s degree qualification in Hotel Administration, or equivalent.
- Good oral and written proficiency in the English Language is necessary.
- Certification of train-the-trainer is preferred.
- Strong analytical understanding.
- Outstanding communication and influencing skills.

**What you can expect from us**:
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 - including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion,

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