Learning & Quality Manager - InterContinental Luanda Miramar

Job description

Description

About us

Do you see yourself as a Learning & Quality Manager?

What's your passion? Whether you're into tennis, billiards or karaoke, at InterContinental Hotels Group we're interested in who you are. At IHG we apply the same amount of care and passion to our jobs as we do to our hobbies - people who put their guests at the heart of everything they do. And we're looking for more people like yourself to join our friendly and professional team.   

 

Imagine working for a company that gives you Room to be yourself. Our commitment to our people is to deliver room to have a great start, to learn and grow, to perform, to be recognized and rewarded, to be involved and to take the initiative and lead. At the moment we're looking for a Learning & Quality Manager to join our unique, grand and extraordinary pre-opening team at InterContinental Luanda Miramar.

 

As Learning & Quality Manager you’ll drive, direct and coordinate the timely and structured learning experiences, support the leadership team and their departments on all Quality improvement activities, operational training requirements and career development programs for all colleagues, to improve and maintain job performance and ensure that all colleagues are meeting the company standards.

 

Your day to day

Main responsibilities:

► Learning & Development

·  Conduct all Training Needs Analysis for the Hotel – Establishing core competencies required for key positions and identify/develop training programs for all development needs
·  Establish and drive a high level of Leadership strength and competence through training/seminars/ resources
·  Establish a departmental trainer platform to drive effectiveness in delivery of training programs and recommendations for improvement
·  Be present at key service delivery points to asses and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities
·  Create a talent pool of high potentials within the business from the Annual Performance Appraisals
·  Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals
·  Develop a network with other L&D professionals to learn best practices and establish game changers to the business
·  Manage the day to day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments
·  Support and establish a learning culture within the hotel

► Quality Assurance

·  Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve
·  Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis – monitor improvements and communicate progress)
·  Work closely with the Rooms Division team to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience
·  Develop and conduct service quality and brand standards audits
·  Educate colleagues on the brand standards and ensure departmental trainings related to standards are taking place
·  Lead and support departments in the annual quality evaluation audit
·  Takes necessary actions post quality evaluation audit and guest experience evaluation

► Administration

·  Participate in developing recognition programs required by the company.
·  Ensure that the Quality & Training report is completed and submitted to all concerned on timely basis. • Develop and organize training manuals, multimedia visual aids and other educational materials in line with IHG guidelines.
·  Conduct and monitor exit interview remarks and share with concerned Department Head and DOHR to take corrective action (s).
·  To undertake any reasonable tasks and secondary duties as assigned by the Director of HR and General Manager
What we need from you

Ideally you will have:

·  Degree from a university or hotel school preferably in business administration or tourism/hospitality management
·  Speaks both Portuguese & English fluently
·  Minimum of 3 years working experience in the international 5 star hotel
·  Experience in developing teams and managing budgets
·  High level of passion, enthusiasm and drive for results
·  Charismatic leader who can inspire, motivate all Colleagues
·  Strong interpersonal skills to develop and foster beneficial relationships
·  Ambitious and eager to learn, grow and further develop own career
·  Able to travel on frequent basis and culturally adaptable
·  Pro-active approach, and the ability to meet deadlines
What we offer

In return we will offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you Room to be yourself.

 

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

 

So what's your passion? Please apply on-line and tell us how you can bring your individual skills to IHG.   To find out more about us or any other jobs with IHG please look at  www.careers.ihg.com

 

We are an equal opportunity employer.