Learning & Quality Manager

• Drive, direct, and coordinate structured learning experiences and quality improvement activities across all departments

• Support the leadership team and their departments on all training requirements and career development programs

• Act as the single point of accountability for Hotel Indigo learning, brand storytelling, and service capability

• Translate brand intent and regional learning priorities into practical, property-level behaviours, rituals, and service moments

• Balance strategic oversight (standards, consistency, capability uplift) with direct delivery and coaching

• Build scalable learning systems and structures (e.g. department trainer model) that strengthen ownership at department level while maintaining brand coherence

1. Learning, Brand & Capability Leadership

• Conduct all Training Needs Analysis for the Hotel and utilise IHG training programs and IHG University resources

• Conduct IHG technical training and development workshops to all job bands

• Train departmental trainers and supervisors in techniques and skills for training; evaluate their performance and effectiveness

• Own the Hotel Indigo learning and quality vision across properties, aligned with brand, Area, and regional priorities

• Serve as brand guardian for storytelling, neighbourhood connection, and lifestyle service — ensuring consistency without losing property individuality

• Translate the Hotel Indigo brand personality (inspiring, local, stylish, authentic) into observable behaviours, service rituals, and coaching standards

• Act as overall brand ambassador and facilitate branded training focused on elevating the delivery of lifestyle service and the unique brand experience

• Partner closely with GMs, DOHRs, HRBPs, Operations Leaders, and Brand teams to embed learning into daily hotel operations

• Ensure compliance with IHG brand standards and implement updates on a bi-annual basis

2. Training Delivery & On-Property Execution

• Plan monthly Department Trainer meetings to review the operational training needs analysis, the training plan for the upcoming month, and targets to achieve

• Conduct routine and mandatory training programs

• Monitor cross-training progress and suggest suitable internal candidates for vacancies

• Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property

• Liaise with the HR team regarding placements of internship students from schools and universities

• Personally deliver and anchor key learning experiences, including brand and storytelling programmes, new hire onboarding and cultural immersion, and signature guest journey service moments

• Establish, coach, and sustain a department trainer-led learning model across all hotels

• Support departments with on-the-job coaching, service observations, and real-time feedback to drive immediate performance improvement

• Design and adapt learning content reflecting both brand standards and the unique neighbourhood context of the hotel

3. Quality, Guest Experience & Continuous Improvement

• Formulate and structure the hotel quality committee ensuring engagement and participation from hotel leadership and operations team

• Support General Manager and Hotel Manager in reviewing and analysing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop etc.) 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 about hotel performance trends

• Supporting operations team facilitating monthly and quarterly Quality/Guest Experience/Tactical Solve meetings and action planning sessions

• 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

• Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience

• Ensure that Front Office/leadership team respond to all guest reviews on OTA sites in a timely manner using the Medallia Portal

• Conducting mystery shops of competitors on a quarterly basis and provide a gap analysis to the leadership team

• Support sister hotels in the same city on cross service audits once a year

• Lead the implementation of IHG new quality tools and initiatives

• Expand quality focus beyond compliance into experience-based indicators: storytelling moments, authenticity, and lifestyle service tone

• Track learning effectiveness and capability uplift, adjusting approach based on performance outcomes

4. Stakeholder Management & Reporting

• Act as trusted advisor to General Managers and hotel leadership teams on people capability, brand delivery, and service culture

• Maintain strong functional alignment with Regional Learning and Brand teams to ensure consistency and leverage broader capability

• Report on learning initiatives, outcomes, and impact using both quantitative data and qualitative brand indicators

• Ensure the Quality & Training report is completed and submitted to all concerned on a timely basis

• Represent the Hotel Indigo learning approach internally and, where relevant, externally

5. Learning Investment, Budget & Performance Management

• Prepare the yearly Learning & Development budget in line with hotel requirements

• Manage and track the L&D budget ensuring spend is aligned to agreed priorities and delivers measurable value

• Partner with GM and DOHR to plan annual training investment, balancing brand, quality, and capability needs with operational realities

• Monitor training-related expenses, utilisation, and return on investment, adjusting plans to maximise impact

• Track and report on learning effectiveness, linking investment to indicators such as Guest Love, quality improvement, brand embed, and talent capability

• Contribute to learning-related P&L discussions by providing clear insights on cost, outcomes, and value created through L&D initiatives

6. People & Administration

• Support the HR team in creating a Talent Pool of High Potentials from the Annual Performance Appraisals and succession plans

• Develop and organise training manuals, multimedia visual aids, and other educational materials in line with IHG guidelines

• Participate in developing recognition programs required by the company

• Conduct and monitor exit interview remarks and share with concerned Department Head and DOHR to take corrective action(s)

• Assume the functions and responsibilities of Weekend Manager-on-Duty in accordance with the Hotel's MOD Roster

• Undertake any reasonable tasks and secondary duties as assigned by the Director of HR and General Manager

• Hotel General Managers and Hotel Manager

• HR Business Partners (HRBPs) and Directors of HR (DOHRs)

• Regional Learning & Development Team

• Area Learning Manager

• Brand Managers and Corporate L&D Teams

• Department Heads and Departmental Trainers

• Property Marketing & PR (for local partnerships, neighbourhood storytelling, and on-property activations)

• F&B Leaders (restaurant/bar as a signature brand experience)

• Outstanding in communication and influencing skills

• Strong analytical understanding

• Coaching and facilitation across diverse teams and cultures

• Story-led facilitation and experience design (turning brand narrative into learnable behaviours)

• Lifestyle service choreography and quality management

• Data analysis, guest feedback interpretation, and improvement planning

• Stakeholder management and trusted advisory skills

• Higher education qualification or equivalent

• Minimum 4 years of related experience in Learning & Quality within the hospitality industry

• Excellent command of English and Japanese

• Strong facilitation, coaching, and stakeholder management skills

• 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

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