Cluster Quality Manager - Human Resources - InterContinental Hotels Group? Dubai Festival City

Job Description

Do you see yourself as a Cluster Learning & Quality Manager for InterContinental Hotels Group? Dubai Festival City?Whats your passion? Whether youre into triathlon, exploring new restaurants or dancing the tango, at IHG were interested in you. We love people who apply the same amount of passion and precision to their jobs as they do to their hobbies. Imagine working for a company that gives you Room to Make A Difference. Our commitment to our people is to deliver room to learn and grow, to perform, to be recognized and rewarded, to be involved and to take the initiative and lead.The InterContinental Hotels Group? properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities.We are looking for people who are friendly, welcoming and full of life to people to join over 1000 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.his role provides support to the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs to all colleagues, to improve and maintain job performance.Quality Assurance :

• Support Leadership team in reviewing and analyse hotel guest feedback through various platforms 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.
• Support operation team in 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.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support department 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.
• Assist operations team on initiatives that drive guest satisfaction and business performance in key areas.
• Lead the implementation of IHG new quality tools and initiatives.

Learning & Development:

• Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.
• Conduct the IHG technical training and development workshops to all job bands.
• Evaluate departmental trainers? performance and effectiveness of 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.
• Develop Succession plans for the Talent Pool with the Department Heads and monitor progress based on goals.

We are looking for a Cluster Learning & Quality Manager who drive exceptional guest experiences through targeted and measured training platforms along with a high level of attention to detail in quality assurance and standards.Ideally, youll have some or all of the following competencies and experience were looking for:The candidate should possess a minimum of 3 years of relevant experience within a senior capacity in the Hotel Industry (5-star hotel preferable). You should be enthusiastic, spontaneous, & emphatic. You will bring with you strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage.You should have a bachelor or master?s degree in Human Resources or Quality Assurance with a proven track record of quality assurance capabilities. The ideal candidate will be result oriented and a self-motivated along with a positive attitude. You should have the ability to think laterally and display a high level of integrity. You should also have the ability to identify, impact and influence others. You are a strong team player, enthusiastic and flexible.

Keyskills :