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Director of Learning & Quality

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 director

in implementing hotel strategy, acts as liaison between hotel colleagues & HR director 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”.

At InterContinental Hotels & Resorts®we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

·Be charming by being approachable, having confidence and showing respect.

·Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.

·Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Duties and Responsibilities


§Work within the established Learning & Development department budget.

§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.

§Comply with IHG HR Policies & Procedures by maintaining high standards and scores during corporate audits/reviews.


§Support “BreandHearted” journey by providing colleagues with tools and knowledge of what InterContinental Brand is all about.

§Actively promote Performance Management Culture and participates in all its activities/steps.

§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.

§Prepare and send out to all departments of the hotel as well as area office monthly learning & development calendar by 20th of each month.

§Make sure that all departments submit departmental learning & development calendars by 25th of each month.

§Prepare Hotel Training Report on a monthly basis & forward it to HR Manager (by 5th of every month).

§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.

§Organize DL&DC’s meetings on monthly basis.

§Conduct corporate workshops, trainings, refreshers for all colleagues of the hotel as per TNA.

§Develop short training sessions as per GTC standards whenever needed.

§Play a role of a coach, councillor or mentor by demonstrating thorough knowledge of subject and positive behaviour in relation to the same.

§Train, motivate, evaluate, coach and mentor direct colleagues to meet desired outcomes.


§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.

§Conduct Departmental Learning & Development review on quarterly basis and communicate results accordingly.


§Contribute into achievement of IHG/InterContinental Muscat strategies by promoting Localization programs and look for each opportunity to achieving “Omanization” 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.

§Maintain all Training & Development records and effective filing system for Legal Purpose of the Hotel.

§Establish strong relationship with Authorities like: Ministry of Education, IHG Academy partners, local governmental training bodies/colleges/universities.

Drive Corporate Social Responsibilities activities 

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