Job Description

What is the job?

Lead the Learning & Quality agenda across the North & West 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.

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.

• Deliver Train-the-Trainer for departmental trainers; quality assure session plans, delivery, and evaluation.

• 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.

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.

• Conduct Service Standard Audits and on-the-job observations; deliver feedback, coaching, and corrective actions.

• 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.

Responsible Business

• Promote IHG Corporate Responsibility and Journey to Tomorrow initiatives.

• Partner with local hospitality institutions for internships and guest lectures.

• Encourage team member volunteer engagement in community activities.

Financial

• Create and manage the cluster L&D/Training budget.

• Standardize training records, KPIs, and reporting across hotels.

• Publish monthly and quarterly scorecards.

• Leverage data to measure ROI of learning and adjust plans accordingly.

Training Standards / Compliance / Operations

• Ensure 100% completion of mandatory eLearning and departmental SOP training.

• Maintain evidence of statutory and brand compliance training.

• Maintain 100% compliance for safety-related programs including Fire, First-Aid and Life Safety.

• Launch and track IHG Academy initiatives and trainee programs.

• Coordinate industrial trainee deployment with GMs.

• Ensure cluster alignment to brand service behaviors, cleanliness standards and breakfast quality.

• Champion Brand Standard Audits and documentation reviews.

What we need from you

Bachelor’s degree or Diploma in Hotel/Business/HR; Postgraduate qualification in HR/L&D preferred.
4+ years of relevant L&D/Quality experience in hospitality with multi-property exposure preferred.
Strong knowledge of Holiday Inn Express brand standards or select-service hotel operations is an advantage.
Strong facilitation, coaching, stakeholder management and data interpretation skills.
Willing and able to travel up to 60–70% of the time.

How do I deliver this?

True Attitude • True Confidence • True Listening • True Responsiveness. Create great experiences, do the right thing and understand people.

What we offer:

✔️ 5-day work week

✔️ On-duty meals

✔️ Medical insurance & ESIC (as applicable)

✔️ Learning & development opportunities

✔️ Employee stay and F&B discount across IHG hotels (as applicable)

✔️ Global Internal transfer mobility within IHG (optional, subject to eligibility & NOC)