Job Category: Hotel-Human ResourcesJob Description:Learning & Development:Assist in designing and delivering training programs as per IHG Way of HospitalityConduct induction and onboarding sessions for new employeesSupport departmental trainers in delivering functional trainingMonitor completion of mandatory training modules (e.g., MyLearning platform)Identify training needs through performance reviews and feedbackMaintain training records and prepare monthly training reports---Quality Assurance:Ensure adherence to IHG brand standards and audit requirementsConduct regular quality audits, including rooms, F&B, and service touchpointsSupport in preparation for internal and external audits (e.g., QEA - Quality Evaluation Audit)Track guest feedback (e.g., Guest Love / Medallia scores) and identify improvement areasWork closely with departments to implement corrective action plans---Guest Experience:Promote a culture of True Hospitality for GoodAnalyze guest feedback trends and share insights with HODsConduct service culture and behavioral training sessionsSupport guest engagement initiatives and service recovery processes---Employee Engagement & Development:Assist in organizing engagement activities and recognition programsSupport career development initiatives and succession planningEncourage cross-training and multi-skilling among employees---Compliance & Standards:Ensure compliance with all IHG policies, HR policies, and statutory requirementsMonitor grooming, hygiene, and service standards across departmentsMaintain documentation for audits and training complianceKey Skills & Competencies:Strong communication and presentation skillsKnowledge of training methodologies and quality systemsAttention to detail and analytical mindsetGood interpersonal and influencing skillsProficiency in MS Office and learning platformsQualifications & Experience:Graduate/Postgraduate in Hotel Management or HR2-4 years of experience in Learning & Development or Quality in hospitalityExperience with IHG systems and brand standards preferred
