Learning & Quality Manager

Scope of the Role

• Drive, direct, and coordinate structured learning experiences and quality improvement activities across all departments
• Support the leadership team and their departments on all training requirements and career development programs
• Act as the single point of accountability for Hotel Indigo learning, brand storytelling, and service capability
• Translate brand intent and regional learning priorities into practical, property-level behaviours, rituals, and service moments
• Balance strategic oversight (standards, consistency, capability uplift) with direct delivery and coaching
• Build scalable learning systems and structures (e.g. department trainer model) that strengthen ownership at department level while maintaining brand coherence

Key Accountabilities

1. Learning, Brand & Capability Leadership

• Conduct all Training Needs Analysis for the Hotel and utilise IHG training programs and IHG University resources
• Conduct IHG technical training and development workshops to all job bands
• Train departmental trainers and supervisors in techniques and skills for training; evaluate their performance and effectiveness
• Own the Hotel Indigo learning and quality vision across properties, aligned with brand, Area, and regional priorities
• Serve as brand guardian for storytelling, neighbourhood connection, and lifestyle service — ensuring consistency without losing property individuality
• Translate the Hotel Indigo brand personality (inspiring, local, stylish, authentic) into observable behaviours, service rituals, and coaching standards
• Act as overall brand ambassador and facilitate branded training focused on elevating the delivery of lifestyle service and the unique brand experience
• Partner closely with GMs, DOHRs, HRBPs, Operations Leaders, and Brand teams to embed learning into daily hotel operations
• Ensure compliance with IHG brand standards and implement updates on a bi-annual basis

1. Training Delivery & On-Property Execution

• Plan monthly Department Trainer meetings to review the operational training needs analysis, the training plan for the upcoming month, and targets to achieve
• Conduct routine and mandatory training programs
• Monitor cross-training progress and suggest suitable internal candidates for vacancies
• Plan and implement product knowledge assessment to maintain a high level of product knowledge throughout the property
• Liaise with the HR team regarding placements of internship students from schools and universities
• Personally deliver and anchor key learning experiences, including brand and storytelling programmes, new hire onboarding and cultural immersion, and signature guest journey service moments
• Establish, coach, and sustain a department trainer-led learning model across all hotels
• Support departments with on-the-job coaching, service observations, and real-time feedback to drive immediate performance improvement
• Design and adapt learning content reflecting both brand standards and the unique neighbourhood context of the hotel

1. Quality, Guest Experience & Continuous Improvement

• Formulate and structure the hotel quality committee ensuring engagement and participation from hotel leadership and operations team
• Support General Manager and Hotel Manager in reviewing and analysing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop etc.) 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 about hotel performance trends
• Supporting operations team 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 (identification of problems, root cause analysis and action plan)
• Monitor implementation of Tactical Solve action points, communicate progress on key identified areas
• Develop and conduct service quality and brand standards audits with department head stakeholders
• Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience
• Ensure that Front Office/leadership team respond to all guest reviews on OTA sites in a timely manner using the Medallia Portal
• Conducting mystery shops of competitors on a quarterly basis and provide a gap analysis to the leadership team
• Support sister hotels in the same city on cross service audits once a year
• Lead the implementation of IHG new quality tools and initiatives
• Expand quality focus beyond compliance into experience-based indicators: storytelling moments, authenticity, and lifestyle service tone
• Track learning effectiveness and capability uplift, adjusting approach based on performance outcomes

1. Stakeholder Management & Reporting

• Act as trusted advisor to General Managers and hotel leadership teams on people capability, brand delivery, and service culture
• Maintain strong functional alignment with Regional Learning and Brand teams to ensure consistency and leverage broader capability
• Report on learning initiatives, outcomes, and impact using both quantitative data and qualitative brand indicators
• Ensure the Quality & Training report is completed and submitted to all concerned on a timely basis
• Represent the Hotel Indigo learning approach internally and, where relevant, externally

1. Learning Investment, Budget & Performance Management

• Prepare the yearly Learning & Development budget in line with hotel requirements
• Manage and track the L&D budget ensuring spend is aligned to agreed priorities and delivers measurable value
• Partner with GM and DOHR to plan annual training investment, balancing brand, quality, and capability needs with operational realities
• Monitor training-related expenses, utilisation, and return on investment, adjusting plans to maximise impact
• Track and report on learning effectiveness, linking investment to indicators such as Guest Love, quality improvement, brand embed, and talent capability
• Contribute to learning-related P&L discussions by providing clear insights on cost, outcomes, and value created through L&D initiatives

1. People & Administration

• Support the HR team in creating a Talent Pool of High Potentials from the Annual Performance Appraisals and succession plans
• Develop and organise training manuals, multimedia visual aids, and other educational materials in line with IHG guidelines
• Participate in developing recognition programs required by the company
• Conduct and monitor exit interview remarks and share with concerned Department Head and DOHR to take corrective action(s)
• Assume the functions and responsibilities of Weekend Manager-on-Duty in accordance with the Hotel's MOD Roster
• Undertake any reasonable tasks and secondary duties as assigned by the Director of HR and General Manager

Key Interfaces

• Hotel General Managers and Hotel Manager
• HR Business Partners (HRBPs) and Directors of HR (DOHRs)
• Regional Learning & Development Team
• Area Learning Manager
• Brand Managers and Corporate L&D Teams
• Department Heads and Departmental Trainers
• Property Marketing & PR (for local partnerships, neighbourhood storytelling, and on-property activations)
• F&B Leaders (restaurant/bar as a signature brand experience)

Key Performance Indicators (KPIs)

Category Metric

• Brand & Learning Inspire New Stories / Brand Experience training completion & sustainment
• Brand & Learning IHG University utilisation rates across the hotel
• Brand & Learning Neighbourhood Story embed score
• Guest Experience Guest Love / HeartBeat score uplift tied to storytelling and service moments
• Guest Experience OTA reputation improvement (review response rate & sentiment)
• Quality & Compliance Service audit and brand standards compliance scores
• Quality & Compliance Mystery shop results and competitor gap analysis
• Talent & Development Talent pipeline and succession planning metrics
• Talent & Development Departmental trainer capability and performance
• Budget & ROI L&D budget utilisation and return on investment

Key Competencies

• Outstanding in communication and influencing skills
• Strong analytical understanding
• Coaching and facilitation across diverse teams and cultures
• Story-led facilitation and experience design (turning brand narrative into learnable behaviours)
• Lifestyle service choreography and quality management
• Data analysis, guest feedback interpretation, and improvement planning
• Stakeholder management and trusted advisory skills

Required Skills & Experience

• Higher education qualification or equivalent
• Minimum 4 years of related experience in Learning & Quality within the hospitality industry
• Excellent command of English and Japanese
• Strong facilitation, coaching, and stakeholder management skills

General Responsibilities

• Understand and strictly adhere to the Rules & Regulations established in the Colleagues' Code of Ethics and the Hotel's policy on Fire, Hygiene, Health and Safety
• Promote efficiency, confidence, courtesy, and an extremely high standard of social skills
• Generally promote and ensure excellent inter-departmental relations
• Always display a pleasant manner, positive attitude, and promote a good company image to guests and colleagues
• Demonstrate pride in the workplace and personal appearance when representing the hotel