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, secure, 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 p

📌 Cluster Learning (India)
🏢 IHG
📍 India