Franchise Hotel - Learning & Quality Manager

Join to apply for the Franchise Hotel - Learning & Quality Manager role at IHG Hotels & Resorts.

About voco hotels: Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. We are on a journey towards a sustainable future, treating the planet the same way we do our guests. The Learning & Quality Manager is responsible for developing, implementing, and maintaining training programs and quality standards across the hotel. This role ensures that all colleagues are equipped with the skills, knowledge, and attitude necessary to deliver exceptional guest experiences while maintaining compliance with brand and operational standards. The manager also leads quality assurance initiatives to continuously improve guest satisfaction and service excellence.

• Develop and implement the annual Learning & Development plan aligned with the hotel's business goals.
• Conduct training needs analysis in coordination with department heads.
• Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.
• Maintain accurate training records and track completion rates.
• Support department trainers and ensure training consistency across departments.
• Promote a learning culture and encourage career development among employees.
• Facilitate performance management workshops and support succession planning initiatives.

• Ensure all operations comply with brand quality and service standards.
• Conduct regular quality audits and inspections in guest areas, F&B outlets, and back-of-house.
• Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.
• Analyze guest feedback trends and coordinate with departments for improvement action plans.
• Support pre-opening or rebranding training and quality implementation if required.
• Prepare and present monthly reports on training and quality performance to management.

• Foster a positive work environment that promotes teamwork, motivation, and employee engagement.
• Coordinate colleague recognition programs and employee activities.
• Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.
• Support HR initiatives and contribute to employee retention strategies.

• Bachelor's degree in Hospitality Management, Human Resources, or related field.
• Minimum 3-5 years of experience in Learning & Development or Quality Assurance in a 4 or 5-star hotel.
• Strong knowledge of hotel operations and service standards.
• Excellent presentation, facilitation, and communication skills.
• Proficiency in Microsoft Office and learning management systems (LMS).
• Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.
• Strong leadership and interpersonal skills
• Analytical and detail-oriented
• Passion for people development and service excellence
• High level of organization and time management
• Ability to inspire and engage teams

We provide the resources and benefits needed to succeed, including a competitive salary and a wide range of programs designed to support work-life balance. We welcome everyone and embrace inclusive teams where we celebrate differences. We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance and value diverse backgrounds, experiences, and perspectives.

Join us and become part of our hotel family. If you meet most but not every requirement, consider applying - you won't know unless you try.

• Mid-Senior level

• Full-time

• Other

• Hospitality