jetpack domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131rank-math domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131advanced-ads domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131Intercontinental Amman is hiring Learning & Quality Manager <\/p>\n
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Welcome to IHG. let\u2019s explain the role you will play. What\u2019s the job? As Learning & Quality Manager you\u2019ll 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.<\/p>\n
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Your day-to-day Learning & Development<\/strong> \u2022<\/p>\n Conduct all Training Needs Analysis for the Hotel and utilize IHG training programs. <\/p>\n \u2022 Conduct the IHG technical training and development workshops to all job bands.<\/p>\n \u2022 Train departmental trainers and supervisors in techniques and skills for training.<\/p>\n \u2022 Evaluate departmental trainers\u2019 performance and effectiveness of training programs, providing recommendation for improvement. <\/p>\n \u2022 Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve. <\/p>\n \u2022 Conduct routine and mandatory training programs. <\/p>\n \u2022 Liaise with schools and universities regarding placements of internship students.<\/p>\n \u2022 Monitor cross training progress and suggest for internal application for suitable internal vacancies. <\/p>\n \u2022 Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property. <\/p>\n \u2022 Create a Talent pool of High Potentials from the Annual Performance Appraisals.<\/p>\n \u2022 Develop Succession plans for the Talent Pool with the Department Heads and monitor progress based on goals. <\/p>\n \u2022 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. <\/p>\n \u2022 Prepare the yearly Learning & Development budget in line with the corporate requirements. Job Description Learning & Quality Manager Quality <\/p>\n \u2022 Formulate and structure the hotel quality committee ensuring engagement and participation from Hotel leadership operation Team.<\/p>\n \u2022 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.<\/p>\n \u2022 Participate in the daily Operations meeting and share relevant data hotel performance trends.<\/p>\n \u2022 Supporting operation Team facilitating monthly and quarterly, Quality\/Guest Experience\/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis \u2013 monitor improvements and communicate progress). <\/p>\n \u2022 Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis and action plan). <\/p>\n \u2022 Monitor implementation of Tactical Solve action points, communicate progress on key identified areas. <\/p>\n \u2022 Develop and conduct service quality and brand standards audits with department head stakeholders.<\/p>\n \u2022 Support departments Heads in the annual quality evaluation audit and takes necessary actions post quality evaluation audit and guest experience evaluation. <\/p>\n \u2022 Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience. <\/p>\n \u2022 Ensure that Front office\/leadership Team respond all guests review on our OTA sites on timely manner using the Medallia Portal. <\/p>\n \u2022 Assist Operations Team on initiatives that drive guest satisfaction and business performance in key areas. <\/p>\n \u2022 Ensure set grooming standards and product knowledge is observed and updated by all colleagues.<\/p>\n \u2022 Support sister hotels in the same city on cross service audit once a year. \u2022 Lead the implementation of IHG new quality tools and initiatives.<\/p>\n \u2022 Conducting mystery shops of competitors on a quarterly basis and provide a gap analysis to the leadership team. <\/p>\n Brand <\/strong><\/p>\n \u2022 Overall, act as brand ambassador. <\/p>\n \u2022 Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience. <\/p>\n \u2022 Educate colleagues on the Brand Standards and ensure departmental training related to standards are taking place.<\/p>\n \u2022 Own on-going sustainment activities to foster branded service culture and delivery. <\/p>\n \u2022 As required, collaborate with brand team and corporate L&D teams to enhance the brand program for effective delivery on-property.<\/p>\n \u2022 Act as hotel liaison for Mystery Shop programme (where applicable). <\/p>\n \u2022 Ensure compliance with new or updated brand standards on a bi-annual basis. Administration \u2022 Participate in developing recognition programs required by the company. <\/p>\n \u2022 Ensure that the Quality & Training report is completed and submitted to all concerned on timely basis. <\/p>\n \u2022 Develop and organize training manuals, multimedia visual aids and other educational materials in line with IHG guidelines.<\/p>\n \u2022 Conduct and monitor exit interview remarks and share with concerned Department Head and DOHR to take corrective action (s). \u2022 <\/p>\n To assume the functions and responsibilities of Weekend Manager-On-Duty in accordance with the Hotel's MOD Roster.<\/p>\n \u2022 To undertake any reasonable tasks and secondary duties as assigned by the Director of HR and General Manager General Responsibilities \u2022 Understand and strictly adhere to the Rules & Regulations established in the Colleagues\u2019 Code of Ethics and the Hotel\u2019s policy on Fire, Hygiene, Health and Safety. <\/p>\n \u2022 Promote efficiency, confidence, courtesy and an extremely high standard of social skills. \u2022 Generally, promote and ensure excellent inter-departmental relations. \u2022 Always display a pleasant manner, positive attitude and promote a good company image to guests and colleagues. <\/p>\n \u2022 Demonstrate pride in the workplace and personal appearance when representing the hotel. <\/p>\n <\/p>\n What we need from you <\/strong>\u2022 Bachelor\u2019s degree \/ higher education qualification \/ equivalent \u2022 Minimum 4 years of related experience in Learning & Quality \u2022 Strong analytical understanding \u2022 Outstanding in communication and influencing skills \u2022 Excellent command of the English language<\/p>\n