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About us

At voco®, we’ve created a new hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character – and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting.

At the heart of every great stay is a great host . We think the trick to hosting is to take the time to understand what your guests need and want. So, before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us, we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won’t find in any guidebook.

Your day to day

As Learning & Quality Manager, you will be responsible for managing the hotel’s training functions, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Quality position impacts the skills, knowledge and attitude of every host and ensures the availability and use of effective resources.

• Manage the day-to-day activities of the L&D function, ensuring proper documentation and compliance of mandatory trainings and assessments!

• Develop resources for onboardings and training, including creating visual informative aids.

• Conduct all Training Needs Analysis for the Hotel – Establishing core competencies required for key positions and identify/develop training programs for all development needs.

• Establish and drive a high level of Leadership strength and competence through training/seminars/ resources.

• Establish a departmental trainer platform to drive effectiveness in delivery of training programs and recommendation for improvement.

• Be present at key service delivery points to assess and audit service standards - conduct spot training and support function heads with a clear understanding of challenges and opportunities.

• Create a talent pool of high potentials within the business from the Annual Performance Appraisals

• Develop succession plans for the talent pool with the Department Heads and monitor progress based on goals.

• Develop a network with other L&D professionals to learn best practices and establish game changers to the business.

• Support and establish a learning culture within the hotel.

Quality Assurance:

• Review and analyze hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.

• Participate in the daily Operations meeting.

• Lead and facilitate monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis – monitor improvements and communicate progress)

• Work closely with the FOM to review and drive understanding of the loyalty programs among the stakeholders for a better guest loyalty experience.

• Develop and conduct service quality and brand standards audits.

• Educate colleagues on the brand standards and ensure departmental training related to standards are taking place.

• Lead and support departments in the annual quality evaluation audit

• Takes necessary actions post quality evaluation audit and guest experience evaluation.

What we need from you

Ideally, you'll have some or all the following qualifications and experience we're looking for:

• Minimum 2 years’ experience working in a similar capacity in an international hotel establishment.

• Minimum bachelor’s degree qualification in Human Resources, Hotel Administration or equivalent.

• Good oral and written proficiency in English Language is necessary.

• Certification of train-the-trainer is preferred.

How do I deliver this? ​

We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG ® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.

• True Confidence : having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.

• True Listening : focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.

• True Responsiveness : is about providing guests with what they need and doing so in a timely and caring manner.

There is so much more to the job than we can capture here. It is simply about creating great experiences, doing the right thing, and understanding people.

What we offer

We’ll reward all your hard work with a great salary and benefits – in addition to career development, employee room discounts and great work culture.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve -visit www.http://careers.ihg.com (http://www.http/careers.ihg.com) to find out more about us.

Reliably Different - Welcome to voco® Hotels, IHG’s new upscale brand. We call our Hotels voco® – It means ‘to invite’ and ‘call together’ originating from Latin and representing our thoughtful, unstuffy and charming nature. Guests tell us that voco® is fun without being vanilla, trendy without being alienating and premium, without being stuffy. This unique and playful attitude, combined with a consistent level of quality, sits at the heart of our brand here at voco® Dubai Whatever we’re up to, at every instance, there are brand values and service behaviours that guide us... Brand values: Always dependable, Respect individuality & Be distinctive. Service values: Count on us to; Be natural & Make every stay special. Drawing on IHG’s years of experience in delivering True Hospitality, voco® Hotels gives people a different choice. Hotels that are reliable enough to depend on, but different enough to be fun. Our new family of hotels is connected by their individual characters, that make memorable travel dependable with unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. The world's first voco® hotel opened in November 2018 in Gold Coast, Australia and the first voco® Hotel across IMEA is voco® Dubai. voco® Dubai is a location like no other with a premium ambience in the heart of Dubai and laid back yet attentive service from the friendly hosts. It’s location on the vibrant Shiekh Zayed Road is also connecting it to many day time and no delights of the city, moments from shopping, dining and entertainment experiences.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

voco brand comes to life in hotels that you can count on but that are different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Hotels that are built on sustainability where we look after the planet with the same care as we look after our guests and colleagues.

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.