Assistant Learning & Quality Manager

Job Description Roles & Responsibilities A little taste of your day-to-day: Learning & Development Manage the day-to-day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments. Conduct the IHG technical training and development workshops to all job bands. Train departmental trainers and supervisors in techniques and skills for training. Conduct Training Needs Analysis for the Hotel and utilize IHG training programs. Evaluate departmental trainers performance and effectiveness of training programs. Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve. 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. Quality Assurance Support Leadership team in reviewing and analyze 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. Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience. 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. Own on-going sustainment activities to foster branded service culture and delivery. 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.