Cluster Quality & Training Manager

IHG Hotels & Resorts Malta | Executive Office

At IHG Hotels & Resorts Malta, we are looking for a Cluster Quality & Training Manager to drive quality excellence, brand compliance and exceptional guest experiences across our portfolio of hotels: InterContinental Malta, voco Malta, Holiday Inn Express Malta and Staybridge Suites Malta.

Reporting to the Cluster General Manager and working closely with the Hotel Managers and operational leadership teams, you will play a key role in maintaining IHG brand standards, leading quality improvement initiatives and ensuring our teams consistently deliver memorable experiences for both guests and colleagues.

Key Responsibilities

Quality & Brand Standards

• Drive compliance with IHG brand standards across all four hotels, ensuring alignment with brand requirements and statutory audit expectations.
• Lead and support LQA (Leading Quality Assurance) audits, monitor performance and oversee the implementation of improvement action plans.
• Work closely with Heads of Department (HoDs) and Hotel Management Teams to ensure corrective actions are implemented effectively and within agreed timelines.
• Support the continuous development and implementation of brand standards and promote best practices across the cluster.

Brand Training & Capability Development

• Coordinate brand standards training in collaboration with Human Resources, Hotel Management and Heads of Department.
• Deliver LQA training sessions to ensure colleagues understand audit criteria, service expectations and quality requirements.
• Coach and support leaders in embedding brand standards into daily operations and fostering a culture of continuous improvement.

Hotel Experience Champion

• Champion IHG Hotel Experience initiatives across the cluster, ensuring colleagues are informed about relevant hotel activities, initiatives and experiences.
• Lead the implementation, communication and continuous enhancement of Hotel Experience programmes issued by IHG.
• Promote a guest-centric culture focused on memorable, personalised experiences at every touchpoint.
• Conduct regular audits and inspections across the five core pillars of Hotel Experience:
  • IHG Way of Clean: Cleanliness, hygiene and safety standards.
  • Journey to Tomorrow: Sustainability and environmentally and socially responsible practices.
  • Arrivals & Front Desk: Seamless arrivals and departures, loyalty recognition and guest recovery.
  • Heart of House: Back-of-house cleanliness, organisation, colleague facilities and operational readiness.
  • Food & Beverage: Exceptional dining experiences across restaurants, bars, lounges and banqueting operations.

Performance Monitoring & Reporting

• Develop actionable reports and a consolidated dashboard of key quality, guest experience and operational performance indicators across all hotels.
• Analyse LQA results, guest feedback and operational KPIs to identify trends, improvement opportunities and areas of concern.
• Monitor Guest Love Scores and conduct daily and monthly reviews of guest comments, translating insights into practical actions to improve service delivery and guest satisfaction.
• Present performance updates, findings and recommendations to hotel leadership and relevant stakeholders.

Stakeholder Engagement

• Collaborate with hotel operations teams to ensure the effective use of quality and brand systems.
• Provide proactive guidance and support to improve brand compliance, operational consistency and guest experience outcomes.
• Prepare and deliver presentations to hotel leadership and other relevant stakeholders.

Additional Responsibilities

• Undertake other duties as assigned in line with business needs.
• Serve as Manager on Duty when required.

What We Are Looking For

• Strong understanding of hotel operations, quality assurance and brand standards within the hospitality industry.
• Experience with quality audits, LQA programmes, guest experience initiatives or operational improvement projects.
• Ability to analyse performance data, identify trends and translate findings into clear action plans.
• Strong communication and presentation skills, with the ability to engage and influence stakeholders at all levels.
• Experience delivering training, coaching teams and supporting continuous improvement.
• Excellent organisational skills, attention to detail and a proactive, solution-oriented approach.
• Ability to work collaboratively across multiple hotels, departments and brands.
• A genuine passion for hospitality, service excellence and creating memorable guest and colleague experiences.

Why Join IHG Hotels & Resorts Malta?

Join a dynamic multi-brand hotel cluster where you can make a meaningful impact on quality, service excellence and the overall guest experience. Be part of the IHG family, with opportunities to grow professionally, collaborate across leading hospitality brands and contribute to our commitment to Inspire Incredible.

Ready to make a difference? We look forward to hearing from you!