**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. **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. Robust 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) Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

📌 Cluster Learning & Quality Manager - South and East (India)
🏢 IHG
📍 India