Learning & Quality Manager at InterContinent… · Kuwait

The Learning & Quality Manager is responsible for driving the hotel’s learning, development, and quality initiatives to ensure consistent delivery of brand standards, luxury service, and an exceptional guest experience. This role leads training needs analysis, learning program implementation, quality audits, and service excellence initiatives while supporting talent development and IHG culture.

•Conduct regular Training Needs Analysis (TNA) for the hotel and develop training plans aligned with business needs and IHG standards.

•Plan, coordinate, and implement training programs in line with the regional and hotel Training Calendar.

•Deliver IHG technical training and development workshops across all job bands.

•Train departmental trainers and supervisors on effective training techniques and facilitation skills.

•Prepare structured training plans for new colleagues and support onboarding initiatives.

•Create and maintain a talent pool of high-potential colleagues based on performance appraisals.

•Support management and leadership development programs, including PDP-related initiatives.

•Collaborate with external training providers, brand teams, and corporate L&D teams to ensure effective program delivery.

•Develop and produce training materials to support learning initiatives.

•Lead the implementation of IHG quality tools, brand standards, and new initiatives.

•Facilitate branded and luxury service training to enhance the guest experience and brand delivery.

•Educate colleagues on brand standards and ensure departmental compliance through training.

•Conduct service quality, brand standards, and product knowledge audits with department heads.

•Support annual quality evaluation audits and guest experience evaluations, ensuring corrective actions are implemented.

•Ensure compliance with new or updated brand standards on a bi-annual basis.

•Monitor cross-training progress and recommend internal applications for suitable vacancies.

•Evaluate the effectiveness of training programs and departmental trainers’ performance.

•Support colleagues’ personal development plans (PDPs) through targeted training interventions.

•Analyze hotel guest feedback and satisfaction data from multiple platforms.

•Identify root causes of service issues and recommend improvement actions to leadership.

•Support operational teams with initiatives that enhance guest satisfaction and business performance.

•Maintain and update training and development databases.

•Produce training, quality, and evaluation reports with actionable recommendations.

•Manage training administration and budget-related documentation.

•Prepare evaluation summaries and provide structured feedback to stakeholders.

•Support the IHG culture by promoting Winning Ways:

Do the Right Thing, Show We Care, Aim Higher, Celebrate Difference, and Work Better Together.

•Participate in hotel initiatives, special events, and community activities.

•Perform other duties as assigned by the Personnel Manager, HR Director, or Hotel Management.