Learning & Quality Manager

About the role

The Learning & Quality Manager will lead the development and delivery of training programmes and quality initiatives for a hotel operating under the IHG brand. This role ensures that all staff are equipped with the skills and knowledge required to meet IHG standards and deliver exceptional guest experiences.

Key responsibilities

• Conduct regular Training Needs Analyses (TNA) and create aligned training plans.
• Plan, coordinate and implement training programmes in line with the regional and hotel training calendar.
• Deliver IHG technical and luxury service training across all job bands.
• Train departmental trainers and supervisors on effective facilitation techniques.
• Develop onboarding plans for new colleagues and maintain a talent pool of high‑potential staff.
• Lead implementation of IHG quality tools, brand standards and new initiatives.
• Conduct audits of service quality, brand standards and product knowledge with department heads.
• Analyse guest feedback, identify root causes of service issues and recommend corrective actions.
• Prepare training, quality and evaluation reports with actionable recommendations.

Required profile

• Proven experience in hotel training, learning and development or quality management.
• Strong understanding of IHG brand standards and hospitality service excellence.
• Ability to design and deliver engaging training sessions for diverse audiences.
• Excellent analytical skills to interpret guest feedback and audit results.

Required skills

What we offer

• Opportunity to shape learning and quality culture within a leading global hotel brand.
• Collaborative environment with access to corporate L&D resources.
• Professional development and career progression pathways.