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    Quality / Learning and Development Manager - London, United Kingdom - KBC Associates

    KBC Associates
    KBC Associates London, United Kingdom

    3 weeks ago

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    Description
    Group Training & Quality Manager

    an international hotel group with headquarters in London. The company's current portfolio includes Holiday Inn, Holiday Inn Express and easyHotel across the UK, Europe and Caribbean.


    An excellent opportunity has arisen for an experienced Group Training & Quality Manager who will be instrumental in promoting learning & development and driving service and quality standard in all properties within the group.

    Actively liaise with each hotel GMs to discuss their current performance in all key metrics, identify training needs, create and implement L&D plans and action plan in order to achieve high service standard;


    • Perform internal quality audits to ensure hotels are following the standards and procedures set
    • Be involved in the quality audit's feedback in order to prepare action plan and training, create tools to maximise the efficiency of the hotel's operation;
    • Research and analyse tools that the hotels can adopt to improve their performance;
    • Deliver performance driving weekly quality calls with hotels to make sure the action plan is being followed;
    • Regularly meet and coach General Managers and Departmental Trainers on different sites to provide support on training and quality control;
    • Receive and answer enquires and resolve issues requiring a wide knowledge of the IHG brand
    • Design, facilitate and co-ordinate various learning and development initiatives within the group, including orientation, 1-2-1 training with senior managers, customer service training, health & safety training, workshop etc.;
    • Create and communicate the company's monthly L&D calendar of event with all properties;
    • Record, maintain and oversee all training record regularly via the company HR systems;
    • Assist with any other reasonable HR activities when required.
    Previous management experience in training, quality control or front of house experience with IHG if possible


    • Excellent communication skills in all aspects, good organisational and administrative skills with great attention to detail, proficient in Microsoft Word, Excel and Power Point presentations;
    • To be passionate about learning & development, and delivering the very best service to your guests;
    • Interpersonal savvy, confident, creative, approachable and able to work on your own to achieve targets and deadlines;
    • Must have driving licence and is willing to travel to different sites including Bristol, London, Cardiff, Norwich and Poole regularly (including overnight stay when needed);
    Additional languages skills would be beneficial
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