Job Description

We're looking for a

Learning & Quality Trainer & Facilitator

who is passionate about developing people, elevating service standards, and embedding a culture of excellence aligned with

luxury hospitality and IHG brand values

. This role plays a critical part in shaping colleague capability, service consistency, and quality performance across the hotel.

A little taste of your day-to-day

Every day is different, but you'll mostly be:



Designing, delivering, and facilitating learning programs aligned with

IHG brand standards

, operational SOPs, and luxury service excellence frameworks, including Forbes and internal quality standards.



Conducting

training needs analysis

across departments and developing tailored learning solutions to address performance gaps and operational priorities.



Facilitating engaging

classroom, on-the-job, and experiential training

, covering service skills, guest experience, compliance, and leadership development.



Measuring training effectiveness through

assessments, observations, audits, and feedback

, ensuring learning translates into measurable improvements in performance and service quality.



Supporting

quality assurance initiatives

, including SOP implementation, service audits, simulations, and corrective action plans.



Acting as a

culture ambassador

, reinforcing brand values, service behaviors, and continuous improvement through coaching, mentoring, and facilitation.

What we need from you

Strong facilitation and communication skills with the ability to engage diverse teams.



Solid understanding of

luxury hospitality service standards

and quality frameworks.



A coaching mindset with a passion for colleague development and performance improvement.



Ability to translate brand standards into practical, operational behaviors.



Strong collaboration skills and the confidence to partner with department leaders.

What you can expect from us

We give our people everything they need to succeed, from competitive rewards to meaningful learning opportunities and career growth within a global hospitality brand. At IHG Hotels & Resorts, we're committed to creating an inclusive workplace where colleagues feel supported, empowered, and inspired to be their best.


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.