Assistant Learning & Quality Manager - Holiday Inn Abu Dhabi

About Us

At Holiday Inn® Hotels & Resorts, our job is to bring the joy of travel to everyone. That’s where you come in. We look for people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one. When you’re part of the Holiday Inn Hotels & Resorts brand you’re more than just a job title.

Holiday Inn Abu Dhabi, is looking for a dynamic and creative Assistant Learning & Quality Manager to join our winning team! Holiday Inn is the first of its brand in Abu Dhabi, featuring 203 modern and stylish rooms and a wide variety of food & beverage outlets. Indulge in a variety of International flavors at the Silk Route Café. For a lively night out, hit the Thirty 1st Bar & Lounge with amazing views of the Abu Dhabi skyline. Visit Hubbly Bubbly, our shisha café, for a traditional Arabic experience under the stars. Stock Burger Co. is a new casual dining concept defined by a perfect and always appealing pairing: premium burgers, craft brew, and all, in addition to meeting rooms and banqueting facilities.

What’s the job?

As an Assistant Learning & Quality Manager, you will be responsible for managing the hotel’s training functions, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Quality position impacts the skills, knowledge and attitude of every colleague and ensures the availability and use of effective resources.

This role also 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.

A little taste of your day-to-day:

Learning & Development

• Manage the day-to-day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments.
• Conduct the IHG technical training and development workshops to all job bands.
• Train departmental trainers and supervisors in techniques and skills for training. 
• Conduct Training Needs Analysis for the Hotel and utilize IHG training programs.
• Evaluate departmental trainers’ performance and effectiveness of training programs.
• Plan monthly Department trainer meetings to review the operational department training needs analysis, the training plan for the upcoming month and targets to achieve.
• Liaise with schools and universities regarding placements of internship students.
• Monitor cross training progress and suggest for internal application for suitable internal vacancies.
• Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property.
• Create a Talent pool of High Potentials from the Annual Performance Appraisals.

Quality Assurance

• Support Leadership team in reviewing and analyze 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.

Brand

• Facilitate branded training focused on elevating the delivery of luxury service and the unique brand experience.
• Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.
• Own on-going sustainment activities to foster branded service culture and delivery.
• Collaborate with brand team and corporate L&D teams to enhance the brand program for effective delivery on-property.
• Ensure compliance with new or updated brand standards on a bi-annual basis.

What we need from you

The ideal candidate must meet the legal requirements to work in the UAE. The candidate should also possess a minimum of 2 years of relevant Learning & Quality experience as a specialist or within a mid-management capacity in an international hotel establishment. 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.

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.

What we offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including free duty meals, health insurance, accommodation, uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work.

Go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

We are an equal opportunity employer. This policy applies to all terms and conditions of employment.