Learning & Quality Manager

Job overview

Responsible for managing the hotel's learning & development function, including developing a compliment of qualified departmental trainers and establishes a hotel system for generating training data and evaluating results. 

The Training Managers position impacts on the skills, knowledge and attitudes of every hotel employee and ensures the availability and use of effective resources. The position also plays a leading role in promoting the desired work culture around the Winning Ways of the InterContinental Hotels Group and the brand ethos.

At Holiday Inn we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too.

Financial returns:

• Assist in the creation of and work within the established L&D/Training department budget and control expenses.
• Monitor industrial trainees/interns/vocational trainees to manage costs and ensure statutory/IHG Academy compliances.
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
• Effective utilisation of Industrial Trainees to control PTEB

People:

• Create training programmes to foster a positive work environment for all employees. Support and administer an annual team member satisfaction survey.
• Educate and train managers on IHG On boarding programs/ Winning Culture in accordance with hotel or company policies including, performance management process, and related programmes to foster productivity, and enhance performance.
• Analyze training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review
• Familiarize yourself with the IHG HR and Training Standards, localizing where necessary
• Ensure effective training programs are in place for the following:
  • New Employee Orientation
  • IHG Frontline
  • Customer Service Training
  • Technical job specific training (through certification of departmental standards and procedures)
  • Supervisory Skills Training
  • Management Development
  • Fire, Life and Safety Training
  • Selling Skills 
  • Employee retraining 

Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development 

• Design, produce and implement training programmes which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective 
• Attend departmental training session and critique performance 
• Liaise with other IHG Training Managers to share experiences and resources 
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance 
• Regularly communicates with staff and maintains good relations 
• Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager 

Guest experience:

• Regular monitoring and evaluation of Guest Love scores
• Develop creative ways to inspire and motivate team members to provide guests with a unique experience.
• Make time to interact with guests to solicit feedback and build relationships to understand how team members can increase guest satisfaction.
• Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience
• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: Guest Heartbeat scores, achievement of budget, etc.
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
• Conducts/Drive Service Standard Audits and share feedback with department heads

Responsible business:

• Develop awareness and reputation of the hotel and the brand in the local community and promote team member involvement in local community.
• Prepare and monitor training programs for IHG Academy :
  • Work Participant Trainees
  • L.E.A.P. Trainees
• Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training 
• Liaise with educational institutions conducting hospitality and training courses 
• Ensure the e- learning trainings are carried out on timely basis. 
• Support drive IHG Corporate Responsibility initiatives at the hotel
• Perform other duties as assigned. May also serve as manager on duty.

Accountability:

This is typically the only Training lead in a full-service hotel. May supervise Training coordinator/Interns in a larger hotel. Ensures optimum utilization of hotel Training budget

Qualifications and requirements:

Bachelor’s degree or Diploma in Hotel Management. A post-Graduation in Humana Resource Management/ training is desirable. 4 years of relevant experience or similar supervisory role, or an equivalent combination of education and work-related experience.