Learning and Quality Manager
4 weeks ago
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.
- 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.
- Prepare the yearly Learning & Development budget in line with the corporate requirements.
- 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.
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