What is the job?

Lead
the Learning & 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.

lang="EN-US">People and Culture

• Build, coach, and sustain
  a network of hotel Training Champions to deliver on-property learning
  and cascade cluster standards.

• Lead
  cluster-wide onboarding aligned to HIEX/IHG standards for all roles, ensuring
  timely completion of mandatory modules.

• lang="EN-US">Deliver Train-the-Trainer for departmental trainers; quality assure
  session plans, delivery, and evaluation.

• lang="EN-US">Partner with HR and HODs to embed performance management,
  recognition, and career pathways; support corrective coaching and development
  plans where required.

• Plan and execute
  the annual team member engagement calendar, including surveys and action
  planning.

• Champion an inclusive, safe,
  and positive workplace culture aligned to IHG Winning Culture and True
  Hospitality behaviors.

• Successful
  execution of training calendar across all
  properties.

• Maintenance of L&Q
  performance and efficiency dashboards.

lang="EN-US">Guest Experience

• Monitor and drive Guest Love
  and OTA feedback across the cluster; convert insights into targeted training
  interventions.

• Partner with GMs
  and HODs to implement service recovery, HeartBeat action plans
  and micro-learnings.

• Calibrate
  and coach properties on IHG Brand Standards unique to Holiday Inn
  Express.

• Design and Deliver Etiquettes
  and Communication Training to all staff.

• lang="EN-US">Conduct Service Standard Audits and on-the-job observations;
  deliver feedback, coaching, and corrective actions.

• lang="EN-US">Promote guest interaction by leaders and teams to collect real-time
  feedback.

• Conduct regular calls
  with GMs to probe guest issues and design
  interventions.

• Work with GMs, HODs
  and Departmental Trainers to address audit gaps.

lang="EN-US">Responsible Business

• Promote IHG Corporate
  Responsibility and Journey to Tomorrow initiatives.

• lang="EN-US">Partner with local hospitality institutions for internships
  and guest lectures.

• Encourage team
  member volunteer engagement in community
  activities.

Financial