Learning & Quality Manager
Intercontinental Amman is hiring Learning & Quality Manager
Welcome to IHG. let’s explain the role you will play. What’s the job? As Learning & Quality Manager you’ll drive, direct and coordinate the timely and structured learning experiences, support 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 and to ensure that all colleagues are meeting the company standards. You will report to the Director of Human Resource with a dotted reporting line to the Operational Leader.
Your day-to-day Learning & Development •
Conduct all 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, providing recommendation for improvement.
• Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve.
• Conduct routine and mandatory 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.
• Identify where training needs exist and ensure hiring managers are equipped in the interview process to best assess candidates as well as ensure that candidates have the best possible experience when evaluating the firm.
• Prepare the yearly Learning & Development budget in line with the corporate requirements. Job Description Learning & Quality Manager Quality
• Formulate and structure the hotel quality committee ensuring engagement and participation from Hotel leadership operation Team.
• Support General Manager in reviewing and analyse hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop etc.) 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.
• Supporting operation Team facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis – monitor improvements and communicate progress).
• Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis and action plan).
• Monitor implementation of Tactical Solve action points, communicate progress on key identified areas.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support departments 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.
• Ensure that Front office/leadership Team respond all guests review on our OTA sites on timely manner using the Medallia Portal.
• Assist Operations Team on initiatives that drive guest satisfaction and business performance in key areas.
• Ensure set grooming standards and product knowledge is observed and updated by all colleagues.
• Support sister hotels in the same city on cross service audit once a year. • Lead the implementation of IHG new quality tools and initiatives.
• Conducting mystery shops of competitors on a quarterly basis and provide a gap analysis to the leadership team.
Brand
• Overall, act as brand ambassador.
• 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.
• As required, collaborate with brand team and corporate L&D teams to enhance the brand program for effective delivery on-property.
• Act as hotel liaison for Mystery Shop programme (where applicable).
• Ensure compliance with new or updated brand standards on a bi-annual basis. Administration • Participate in developing recognition programs required by the company.
• Ensure that the Quality & Training report is completed and submitted to all concerned on timely basis.
• Develop and organize training manuals, multimedia visual aids and other educational materials in line with IHG guidelines.
• Conduct and monitor exit interview remarks and share with concerned Department Head and DOHR to take corrective action (s). •
To assume the functions and responsibilities of Weekend Manager-On-Duty in accordance with the Hotel's MOD Roster.
• To undertake any reasonable tasks and secondary duties as assigned by the Director of HR and General Manager General Responsibilities • Understand and strictly adhere to the Rules & Regulations established in the Colleagues’ Code of Ethics and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Promote efficiency, confidence, courtesy and an extremely high standard of social skills. • Generally, promote and ensure excellent inter-departmental relations. • Always display a pleasant manner, positive attitude and promote a good company image to guests and colleagues.
• Demonstrate pride in the workplace and personal appearance when representing the hotel.
What we need from you • Bachelor’s degree / higher education qualification / equivalent • Minimum 4 years of related experience in Learning & Quality • Strong analytical understanding • Outstanding in communication and influencing skills • Excellent command of the English language
