Cluster Learning & Quality Manager – South and East

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    "ExternalDescriptionStr": "<h1><span lang=\"EN-US\">What is the job?</span></h1><p><span lang=\"EN-US\">Lead the Learning &amp; Quality agenda across the South cluster hotels to drive consistent delivery of the brand’s standards, elevate Guest Love/Colleague HeartBeat performance, and build capability through structured onboarding, compliance, and continuous improvement programs. Establish a scalable training system, coach property leaders, departmental trainers and ensure quality standards and audit preparedness across all hotels.</span></p><h2><span lang=\"EN-US\">People and Culture</span></h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p><span lang=\"EN-US\">Build, coach, and sustain a network of hotel Training Champions to deliver on-property learning and cascade cluster standards.</span></p></li><li><p><span lang=\"EN-US\">Lead cluster-wide onboarding aligned to HIEX/IHG standards for all roles, ensuring timely completion of mandatory modules.</span></p></li><li><p><span lang=\"EN-US\">Deliver Train-the-Trainer for departmental trainers; quality assure session plans, delivery, and evaluation.</span></p></li><li><p><span lang=\"EN-US\">Partner with HR and HODs to embed performance management, recognition, and career pathways; support corrective coaching and development plans where required.</span></p></li><li><p><span lang=\"EN-US\">Plan and execute the annual team member engagement calendar, including surveys and action planning.</span></p></li><li><p><span lang=\"EN-US\">Champion an inclusive, safe, and positive workplace culture aligned to IHG Winning Culture and True Hospitality behaviors.</span></p></li><li><p><span lang=\"EN-US\">Successful execution of training calendar across all properties.</span></p></li><li><p><span lang=\"EN-US\">Maintenance of L&amp;Q performance and efficiency dashboards.</span></p></li></ul><h2><span lang=\"EN-US\">Guest Experience</span></h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p><span lang=\"EN-US\">Monitor and drive Guest Love and OTA feedback across the cluster; convert insights into targeted training interventions.</span></p></li><li><p><span lang=\"EN-US\">Partner with GMs and HODs to implement service recovery, HeartBeat action plans and micro-learnings.</span></p></li><li><p><span lang=\"EN-US\">Calibrate and coach properties on IHG Brand Standards unique to Holiday Inn Express.</span></p></li><li><p><span lang=\"EN-US\">Design and Deliver Etiquettes and Communication Training to all staff.</span></p></li><li><p><span lang=\"EN-US\">Conduct Service Standard Audits and on-the-job observations; deliver feedback, coaching, and corrective actions.</span></p></li><li><p><span lang=\"EN-US\">Promote guest interaction by leaders and teams to collect real-time feedback.</span></p></li><li><p><span lang=\"EN-US\">Conduct regular calls with GMs to probe guest issues and design interventions.</span></p></li><li><p><span lang=\"EN-US\">Work with GMs, HODs and Departmental Trainers to address audit gaps.</span></p></li></ul><h2><span lang=\"EN-US\">Responsible Business</span></h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p><span lang=\"EN-US\">Promote IHG Corporate Responsibility and Journey to Tomorrow initiatives.</span></p></li><li><p><span lang=\"EN-US\">Partner with local hospitality institutions for internships and guest lectures.</span></p></li><li><p><span lang=\"EN-US\">Encourage team member volunteer engagement in community activities.</span></p></li></ul><h2><span lang=\"EN-US\">Financial</span></h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p><span lang=\"EN-US\">Create and manage the cluster L&amp;D/Training budget.</span></p></li><li><p><span lang=\"EN-US\">Standardize training records, KPIs, and reporting across hotels.</span></p></li><li><p><span lang=\"EN-US\">Publish monthly and quarterly scorecards.</span></p></li><li><p><span lang=\"EN-US\">Leverage data to measure ROI of learning and adjust plans accordingly.</span></p></li></ul><h2><span lang=\"EN-US\">Training Standards / Compliance / Operations</span></h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p><span lang=\"EN-US\">Ensure 100% completion of mandatory eLearning and departmental SOP training.</span></p></li><li><p><span lang=\"EN-US\">Maintain evidence of statutory and brand compliance training.</span></p></li><li><p><span lang=\"EN-US\">Maintain 100% compliance for safety-related programs including Fire, First-Aid and Life Safety.</span></p></li><li><p><span lang=\"EN-US\">Launch and track IHG Academy initiatives and trainee programs.</span></p></li><li><p><span lang=\"EN-US\">Coordinate industrial trainee deployment with GMs.</span></p></li><li><p><span lang=\"EN-US\">Ensure cluster alignment to brand service behaviors, cleanliness standards and breakfast quality.</span></p></li><li><p><span lang=\"EN-US\">Champion Brand Standard Audits and documentation reviews.</span></p></li></ul><h1><span lang=\"EN-US\">What we need from you</span></h1><p><span lang=\"EN-US\">Bachelor’s degree or Diploma in Hotel/Business/HR; Postgraduate qualification in HR/L&amp;D preferred.</span><br><span lang=\"EN-US\">4+ years of relevant L&amp;D/Quality experience in hospitality with multi-property exposure preferred.</span><br><span lang=\"EN-US\">Strong knowledge of Holiday Inn Express brand standards or select-service hotel operations is an advantage.</span><br><span lang=\"EN-US\">Strong facilitation, coaching, stakeholder management and data interpretation skills.</span><br><span lang=\"EN-US\">Willing and able to travel up to 60–70% of the time.</span></p><h1><span lang=\"EN-US\">How do I deliver this?</span></h1><p><span lang=\"EN-US\">True Attitude • True Confidence • True Listening • True Responsiveness. Create great experiences, do the right thing and understand people.</span><br><br><br><span lang=\"EN-US\">What we offer:</span></p><ul><li><span lang=\"EN-US\">&nbsp;5-day work week</span></li><li><span lang=\"EN-US\">&nbsp;On-duty meals</span></li><li><span lang=\"EN-US\">&nbsp;Medical insurance &amp; ESIC (as applicable)</span></li><li><span lang=\"EN-US\">&nbsp;Learning &amp; development opportunities</span></li><li><span lang=\"EN-US\">&nbsp;Employee stay and F&amp;B discount across IHG hotels (as applicable)</span></li><li><span lang=\"EN-US\">Global Internal transfer mobility within IHG (optional, subject to eligibility &amp; NOC)</span></li></ul>",
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