Learning & Quality Manager at IHG Career

Kuwait City, Capital Governorate, Kuwait -

Full Time

Start Date

Immediate

Expiry Date

02 May, 26

Salary

0.0

Posted On

01 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Learning & Development, Quality Assurance, Performance Measurement, Continuous Improvement, Guest Experience, Leadership Development, Coaching, Analytical Skills, Problem-Solving, Instructional Design, Communication Skills, Presentation Skills, Organizational Skills, Collaboration, Microsoft Office, LMS Tools

Industry

Hospitality

Description

Key Responsibilities 1. Learning & Development Design, implement and manage comprehensive learning programs for all departments, including onboarding, technical skills, leadership, and service excellence. Conduct regular training needs assessments to identify skill gaps and development priorities. Partner with department heads to create tailored development plans aligned with business goals. Lead, facilitate, and evaluate training programs (classroom, e-learning, on-the-job coaching). Maintain training records and monitor learning completion and effectiveness. 2. Quality Assurance & Standards Oversee internal quality audits (brand, safety, hygiene, guest experience, SOP compliance). Monitor compliance with IHG brand quality standards and operational procedures. Analyze audit results and develop action plans with department leaders to close gaps. Track, report and follow up on corrective action plans ensuring timely resolution. 3. Performance Measurement & Continuous Improvement Develop quality performance dashboards and KPIs (Guest Scores, Internal Audit Scores, Training Effectiveness Metrics). Identify trends and improvement opportunities, sharing insights with leadership for decision-making. Drive initiatives to enhance service standards and operational performance. Lead cross-functional projects to improve productivity and quality. 4. Guest Experience & Engagement Support efforts to deliver exceptional guest service and brand promise. Work with Front Office and Guest Relations to train staff on guest recovery and personalized service delivery. Monitor guest feedback channels and partner with departments to address recurring issues. 5. Leadership & People Development Coach managers and supervisors on performance management, coaching, and leadership competencies. Organize talent development initiatives, including succession planning and mentoring. Support culture-building activities that reinforce IHG values and service standards. 6. Administration & Compliance Manage budget for learning and quality activities. Ensure all learning programs comply with corporate policies, health & safety, and local regulatory requirements. Maintain updated training materials and quality documentation. Qualifications & Experience Education: Bachelor’s degree in hospitality management, Business, HR, Education, or related field (Master’s preferred). Experience: Minimum 5–7 years in hospitality learning & development, quality assurance, or operations with proven results. Experience in IHG brands or large international hotel operations preferred. Demonstrated ability leading learning initiatives, quality audits, performance improvement programs. Skills & Competencies: Strong instructional design and facilitation skills. Excellent analytical and problem-solving abilities. Ability to influence at all levels and collaborate cross-functionally. High level of organization with ability to manage multiple projects. Proficient in Microsoft Office and LMS tools. Excellent communication and presentation skills. Passion for service excellence and continuous learning culture.

Responsibilities

The Learning & Quality Manager is responsible for designing and managing comprehensive learning programs across departments and overseeing internal quality audits to ensure compliance with standards. They will also develop performance metrics and drive initiatives to enhance service standards and operational performance.