About us:

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

At Intercontinental Hotels & Resorts® we live by the saying “Live the Intercontinental Life”, This means delivering discreet luxury service whilst offering a true sense of hospitality that money can’t buy.

Your day to day

Under the general direction of direct superior and within the limits of established InterContinental Hotels Group local policies and procedures, supports day to day process in HR department and assists HR Consultant in implementing hotel strategy, acts as liaison between hotel colleagues & HR Consultant as needed, oversees employees learning & development, maintains & administers development base in the hotel. Promotes the desired work culture around the five core values “Winning Ways”.

• Assess current and future training and development needs for the hotel, deliver a variety of professional quality training and development programs and evaluate the effectiveness of training delivery by managers and supervisors
• Provide professional internal consulting and conduct off job training sessions as necessary that creates measurable performance solutions and long-term growth and development for all colleagues
• Pro-actively shape a service-oriented culture within the operation by measuring and monitoring guest feedback and establishing effective means of communicating this to the management and other colleagues
• Assist in the selection of Departmental Trainers, then train and develop them through ongoing workshops and monthly meetings

What we need from you

Must have prior experience opening locations as well as experience curating customer service training programs across multi-venue operations and large number of employees. Will need to be able to write training materials, project plan openings, work with operations to set and maintain standards and be a customer service excellence champion in our business.

Training will cover all aspects of the hospitality business including restaurants, the customer journey, service, food safety, H&S, systems and your role will entail being a beacon of knowledge in all of these areas.

• Prior experience in training within a multi site hospitality group
• Certified geek with a passion for hospitality
• Optimistic quick learner. Happy to take on full projects & keen to teach yourself
• Problem solver and creative outside the box thinker
• Experience in hospitality openings - bars, hotels or other hospitality
• Excellent written & face to face communication skills with fluent English, other languages would be beneficial
• Comfortable on your feet presenting to a variety of audiences both face to face and virtually
• Skills in project management

Duties and Responsibilities:

FINANCIAL RETURNS

• Work within the established Learning & Development department budget
• To make sure that financial part of dealing with external training providers is carefully handled
• All external participation in learning and development activities/studies are evaluated in accordance to business demand and supported financially accordingly
• To comply with IHG HR Policies & Procedures by maintaining high standards and scores during corporate audits/reviews

PEOPLE:

• Support “Brand Hearted” journey by providing colleagues with tools and knowledge of what InterContinental Brand is all about
• Actively promotes Performance Management Culture and participates in all its activities/steps
• To conduct Training Needs Analyses for hotel by asking input of HOD’s and DTC’s
• Prepare learning & development plan twice a year (January-June and July-December) and communicate it to all departments of the hotel as well as Area Office
• To prepare and send out to all departments of the hotel as well as area office monthly learning & development calendar by 20th of each month
• To make sure that all departments submit departmental learning & development calendars by 25th of each month.
• To prepare Hotel Training Report on a monthly basis & forward it to HR Manager (by 5th of every month)
• To make sure that all departments of the hotel submit departmental learning and development reports by 30th of each month
• Collect and maintain data from exit interviews, turnover statistics, and absenteeism reports to identify trends, training needs, and supervisory issues
• To organise DTC’s meetings on monthly basis
• To conduct corporate workshops, trainings, refreshers for all colleagues of the hotel as per TNA
• To develop short training sessions as per GTC standards whenever needed
• To play a role of a coach, councillor or mentor by demonstrating thorough knowledge of subject and positive behaviour in relation to the same
• To train, motivate, evaluate, coach and mentor direct colleagues to meet desired outcomes

GUEST EXPERIENCE:

• Recommend and implement guest service strategies that engage colleagues to respond to changing guest needs.• Stay current on market trends and local changes that impact guest satisfaction
• Work with department managers to develop initiatives to achieve service behaviour standards and drive continuous improvement in the guest experience
• To conduct Departmental Learning & Development review on quarterly basis and communicate results accordingly

RESPONSIBLE BUSINESS:

• Contribute into achievement of IHG/InterContinental Muscat strategies by promoting Localisation programs and look for each opportunity to achieving the targets set by the Hotel
• Actively promote development of local colleagues
• Develop awareness and reputation of the hotel and the brand in the local community and promote team member involvement in local community
• To maintain all Training & Development records and effective filing system for Legal Purpose of the Hotel
• To establish strong relationship with Authorities like: Ministry of Education, IHG Academy partners, local governmental training bodies/colleges/universities
• To drive Corporate Social Responsibilities activities

Our people help to make the biggest difference – we strive for perfection in everything we do for our guests, always focussing on what is important to them and always looking to improve. We take pride in the fact that we are experts in what we do and love to demonstrate this expertise to our guests with a sense of flair.

What we offer

In return we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you the room to be yourself. So what's your passion? Please get in touch if this position matches your skills and interests and tell us more about yourself by clicking "Apply Online". We are an equal opportunity employer.

Hotel Brand: InterContinental Hotels
Location: Qatar, QA-DA, Doha
Department: Learning & Development

Additional Requirements

• Prior Experience
• IHG HR Policies & Procedures