Portfolio Training & Quality Manager – HIEX SAMHI Portfolio

Job Summary

Portfolio Training & Quality Manager

Key Responsibilities

Training & Development

• Design, implement, and maintain training programs in line with IHG Brand Standards and IHG Academy modules.
• Deliver new hire orientation, departmental skills training, and soft skills workshops.
• Coach Heads of Department (HODs) and Departmental Trainers on training delivery and follow-up.
• Maintain accurate training records, reports, and compliance documentation for all properties.
• Identify skill gaps through performance reviews and guest feedback, and create targeted training plans.
  

Quality Assurance

• Conduct internal brand audits and pre-inspection visits for IHG Quality Evaluation.
• Monitor and improve GSI (Guest Satisfaction Index) and HeartBeat scores.
• Work with GMs and HODs to address audit gaps and implement corrective action plans.
• Ensure compliance with IHG True Hospitality service culture and operational standards.
  

Portfolio & Cross-Property Coordination

• Standardize best practices across all hotels in the portfolio.
• Provide regular updates and reports to the Corporate Office / RGM.
• Liaise with IHG Brand & Quality teams for updates, training tools, and new initiatives.
• Support pre-opening training and brand onboarding for new hotels in the portfolio.
  

Qualifications & Skills

• Minimum 5 years of experience in Training, Quality, or Operational leadership in the hospitality industry, preferably with IHG or other international brands.
• Strong knowledge of IHG Brand Standards and quality audit processes.
• Excellent facilitation, coaching, and communication skills.
• Ability to work across multiple properties with frequent travel.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office Suite and IHG training portals (IHG MyLearning, Merlin).
  

Key Performance Indicators (KPIs)

• Achievement of minimum brand standard scores in Quality Evaluation.
• Improvement in GSI / HeartBeat scores across all portfolio hotels.
• Compliance rate of training completion in MyLearning.
• Successful execution of training calendar across all properties.