Learning and Quality Manager

Welcome to the voco family. Now that you are part of our family, let’s explain the role you will play.

Service at voco Muscat Al Mouj should not just be about delivering the basics. It isn’t a hygiene factor, With some subtle tweaks and areas of focus, service can be a core manifestation of the brand. As we will come to see, our Service Strategy embraces the core Brand Promise of “Reliably Different”.

WHAT WILL I ACTUALLY BE DOING?

The overarching Service Style at voco is based around the concept of hosting. Hosting is an intuitive, appealing and positive concept the embodies the voco brand and service experience. It’s all about thinking and taking care of others, being thoughtful to their needs and ensuring they’re always happy, relaxed and comfortable.

If there’s on thing we know, it’s that a great Host is at the heart of every great stay. That’s why all our staff play the role of Host for our guests at voco. Everyone is empowered to take responsibility for making sure things are done well, and everyone is proud to deliver Reliably Different experience.

Regarding the role and responsibilities, you will need to perform the followings:

The Learning & Quality Manager is responsible for fostering a culture of continuous learning and operational excellence across all departments at voco Muscat Al Mouj. This role ensures that all team members are equipped with the necessary skills, knowledge, and service standards aligned with the brand and IHG guidelines. Additionally, the position oversees the implementation and monitoring of quality assurance programs and initiatives to drive guest satisfaction and operational consistency.

• Design, implement, and evaluate training programs that support hotel operations, brand standards, and individual growth.• Conduct training needs analysis to identify skill gaps and deliver targeted learning interventions.• Lead the on boarding and induction process for new colleagues in alignment with voco and IHG standards.• Facilitate soft skills, customer service, and leadership development programs.• Partner with department heads to support departmental training initiatives and ensure compliance with mandatory training requirements.• Maintain accurate training records and prepare training-related reports for management and IHG as required.• Lead the hotel's quality management efforts, ensuring compliance with IHG Brand Standards and internal SOPs.• Monitor performance through quality audits, internal reviews, and guest feedback platforms such as Medallia.• Develop action plans in collaboration with department heads to address areas of improvement and enhance guest satisfaction.• Champion continuous improvement initiatives and foster a culture of service excellence across the hotel.• Act as the main point of contact for IHG quality audits, LRA inspections, and guest experience programs.• Promote and embed voco’s brand culture and values through training and engagement programs.• Support hotel management in implementing colleague engagement surveys and action planning.• Drive initiatives that align with IHG’s Journey to Tomorrow and responsible business goals.• Receiving and posting cash correctly. WHAT ARE THE REQUIREMNTS AND KEY COMPETENCIES?

• Bachelor’s degree or equivalent in Human Resources, Hospitality Management, Education, or related field.• Minimum 3–5 years of experience in a learning & development or quality role within the hospitality industry; prior experience with IHG or upscale/lifestyle hotel brands is preferred.• Strong understanding of training design, facilitation, and adult learning principles.• Knowledge of quality assurance frameworks, guest satisfaction metrics, and brand compliance.• Excellent interpersonal, communication, and presentation skills.• Proficient in Microsoft Office Suite and Learning Management Systems (LMS); familiarity with IHG systems is an advantage. HOW DO I DELIVER THIS?

The idea of a Host in a hotel in itself is not unusual. The idea that Everyone’s a Host is unique. It conveys a sense that everyone at the hotel takes responsibility, is empowered to and proud to deliver a Reliably Different experience. Our Service Style is delivered by letting our Thoughtful, Unstuffy, and Charming voco personality shine through, by demonstrating our three Service Behaviours (Be Thoughtful, Be Natural, and Make It Memorable). Here’s how to Host a guest the voco way.

Be Thoughtful – We pride ourselves on delivering the important things that our guests need and value consistently – every day, every stay. We’re Hosts our guests can always count on.

Be Natural – We’re genuine, natural Hosts – always friendly, relaxed and charming. We get to know our guests and build a personal rapport, putting them at their ease throughout their stay.

Make It Memorable – We’re Hosts who share our local knowledge and personal recommendation to help guests get the most from their stay. We look for ways to surprise and delight our guests, indulging them with little acts of kindness that make their stay memorable.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or requirements / qualifications of the job.