Learning & Quality Manager

4 weeks ago

Muscat, Muscat, Oman IHG Hotels & Resorts Full time

We are thrilled to announce the upcoming opening of voco Muscat Al Mouj, a stylish and contemporary hotel set to bring a fresh energy to one of Muscat's most dynamic waterfront destinations. As part of the global IHG Hotels & Resorts family, voco is known for its unique blend of reliable comforts, thoughtful touches, and a warm, welcoming atmosphere. At voco Muscat Al Mouj, we're preparing to open our doors soon — and we're looking for passionate, talented individuals to help us bring this exciting new property to life. This is a unique opportunity to be part of a pre-opening team where your ideas, energy, and commitment will help shape the hotel's culture and guest experience from day one. Whether you're looking to grow your career or take on a new challenge, voco Muscat Al Mouj offers a collaborative environment, strong development opportunities, and the chance to be part of a bold, modern brand that celebrates individuality.

We are seeking an experienced and passionate Learning & Quality Manager to lead the hotel's training and quality assurance efforts. This role is responsible for designing, delivering, and monitoring training programs across all departments while ensuring consistent service standards and operational excellence. The ideal candidate is a strong communicator and trainer who can foster a culture of continuous improvement and ensure adherence to brand and service standards across the hotel.

YOUR DAY-TO-DAY:

Learning & Development:

  • Develop and implement a hotel-wide training strategy aligned with brand standards and business goals.
  • Design and deliver orientation, on-the-job training, and leadership development programs.
  • Coordinate external training sessions, certifications, and partnerships with training providers.
  • Conduct training needs analysis in collaboration with department heads and create annual training plans.
  • Monitor training attendance, effectiveness, and ROI through feedback, testing, and performance metrics.
  • Maintain accurate training records and ensure compliance with legal and brand training requirements.

Quality Assurance:
  • Monitor operational standards through internal audits, inspections, and service evaluations.
  • Lead initiatives to improve guest satisfaction, service consistency, and employee performance.
  • Collaborate with department heads to identify and resolve service gaps or process inefficiencies.
  • Ensure compliance with brand quality audits, health and safety standards, and local regulations.
  • Track and analyze guest feedback (e.g., reviews, comment cards, internal surveys) to identify trends and implement action plans.
  • Champion a quality-first mindset among employees through coaching and regular performance reviews.

WHAT WE NEED FROM YOU:
  • Bachelor's degree in Hospitality Management, Human Resources, Business, or related field.
  • 4–6 years of experience in training and/or quality management, preferably in the hospitality industry.
  • In-depth knowledge of hotel operations and service standards.
  • Excellent facilitation, coaching, and presentation skills.
  • Strong organizational and analytical abilities.
  • Proficient in Microsoft Office; experience with learning management systems (LMS) is a plus.
  • Fluent in English; additional languages are an advantage.
  • High level of professionalism, integrity, and discretion.

WHAT YOU CAN EXPECT FROM US:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
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