Learning & Quality Manager | Holiday Inn New Delhi Aerocity

Travel is a journey. We help make it a joy.
Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn ® family.

Job Overview :

Responsible for managing the hotel's learning & development function, including developing a compliment of qualified departmental trainers and establishes a hotel system for generating training data and evaluating results. 

This position impacts on the skills, knowledge and attitudes of every hotel employee and ensures the availability and use of effective resources. The position also plays a leading role in promoting the desired work culture around the Winning Ways of the InterContinental Hotels Group and the brand ethos.

At Holiday Inn we want people who are friendly, welcoming, and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.

Your day to day 

Financial Returns:

• Assist in the creation of and work within the established L&D/Training department budget and control expenses. 
• Monitor industrial trainees/interns/vocational trainees to manage costs and ensure statutory/IHG Academy compliances.
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
• Effective utilisation of Industrial Trainees to control PTEB

People:

• Create training programmes to foster a positive work environment for all employees. Support and administer an annual team member satisfaction survey. 
• Educate and train managers on IHG On boarding programs/ Winning Culture in accordance with hotel or company policies including, performance management process, and related programmes to foster productivity, and enhance performance.
• Analyze training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review
• Familiarize yourself with the IHG HR and Training Standards, localizing where necessary.
• Ensure effective training programs are in place for the following:
• New Employee Orientation
• IHG Frontline
• Customer Service Training
• Technical job specific training (through certification of departmental standards and procedures)
• Supervisory Skills Training
• Management Development
• Fire, Life and Safety Training
• Selling Skills   
• Employee retraining 

Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development 

• Design, produce and implement training programmes which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective 
• Attend departmental training session and critique performance 
• Liaise with other IHG Training Managers to share experiences and resources 
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance 
• Regularly communicates with staff and maintains good relations 
• Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager 

Guest Experience:

• Regular monitoring and evaluation of Guest Love scores 
• Develop creative ways to inspire and motivate team members to provide guests with a unique experience.
• Make time to interact with guests to solicit feedback and build relationships to understand how team members can increase guest satisfaction.
• Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience
• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: Guest HeartBeat scores, achievement of budget, etc 
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs 
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines 
• Conducts/Drive Service Standard Audits and share feedback with department heads 

Responsible Business:

• Develop awareness and reputation of the hotel and the brand in the local community and promote team member involvement in local community.
• Prepare and monitor training programs for IHG Academy :
• Work Participant Trainees
• L.E.A.P. Trainees
• Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training 
• Liaise with educational institutions conducting hospitality and training courses 
• Ensure the e- learning trainings are carried out on timely basis. 
• Support drive IHG Corporate Responsibility initiatives at the hotel
• Perform other duties as assigned. May also serve as manager on duty.
• Work Participant Trainees
• L.E.A.P. Trainees

Accountabilities :

This is typically the only Training lead in a full-service hotel. May supervise Training coordinator/Interns in a larger hotel. Ensures optimum utilisation of hotel Training budget.

Qualifications And Requirements :

Bachelor’s degree or Diploma in Hotel Management. A Post Graduation in Human Resource Management/ training is desirable. 4 years of relevant experience or similar supervisory role, or an equivalent combination of education and work-related experience.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests 
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

What We Offer

We’ll reward all your hard work with a great work environment and benefits – including but not limited to F&B Discount, IHG Employee Rate, Hotel Uniform, Meal at Employee Restaurant, excellent development, and advancement opportunities across the globe.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.