Learning & Quality Manager - Crowne Plaza Duqm, Sultanate of Oman

Job Description

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG?, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions , recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way. With over 370,000 colleagues in nearly 100 countries sharing our values, there are countless opportunities at your fingertips. We?re growing; grow with us.Crowne Plaza Duqm is 8kms from the town centre and 600kms from Muscat, the hotel offers comprehensive business facilities with the interpretation of Omani architecture. This hotel features 213 deluxe rooms and suites overlooking the scenic coastline, a fully-equipped fitness centre with kids and adults pools, a choice for conference and meetings, also features two ballrooms, etc.We are currently looking for a Learning & Quality Manager who prides themselves on their ability to drive exceptional guest experiences through targeted and measured training platforms. It is key for this role that the individual has a high level of attention to detail to ensure quality assurance and high standards. You should have a strong and engaging personality, be flexible, able to work under pressure, good at multitasking and very proficient in MS Office. You will be responsible to develop our colleagues, helping us achieve our goal of being number 1 for our colleagues, guests and owners!This role will include key responsibilities such as:Learning & Development

• Conduct all Training Needs Analysis for the Hotel ? Establishing core competencies required for key positions and identifying/developing training programs for all development needs
• Establish and drive a high level of Leadership strength and competence through training/seminars/ resources
• Establish a departmental trainer platform to drive effectiveness in the delivery of training programs and recommendations for improvement
• Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities
• Create a talent pool of high potentials within the business from the Annual Performance Appraisals
• Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals
• Develop a network with other L&D professionals to learn best practices and establish game-changers for the business
• Manage the day to day activities of the L&D function, ensuring proper documentation and compliance with mandatory training and assessments
• Support and establish a learning culture within the hotel

Quality Assurance

• Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) 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
• Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis ? monitor improvements and communicate progress)
• Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience
• Develop and conduct service quality and brand standards audits
• Educate colleagues on the brand standards and ensure departmental training related to standards is taking place
• Lead and support departments in the annual quality evaluation audit
• Takes necessary actions post quality evaluation audit and guest experience evaluation

Ideally, 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 your strong interpersonal skills and excellent command of written and spoken English. Additional language is an added advantage. You should have a bachelors or master?s degree in Human Resources or Quality Assurance with a proven track record of training capabilities.The ideal candidate will be result-oriented and 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.

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