Learning & Quality Coordinator

As the world’s largest family of luxury hotels, we take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insight, our passion for luxury travel spans cultures and customs, inspiring us to create warm and refined experiences for those seeking a richer perspective on the world. Each of our hotels has its own distinctive style and sense of place, where we take every opportunity to deliver personal and meaningful guest experiences. If you would like to embrace a wider world of opportunities, we would be delighted to welcome you to the world’s most international luxury hotel brand.

Located on Hayat Island, InterContinental Ras Al Khaimah Mina Al Arab Resort & Spa is a luxury beachfront resort where island living meets authentic Arabian hospitality. Less than an hour from Dubai, the resort offers a refined yet relaxed escape surrounded by natural landscapes, open sea views, and powder-soft beaches. With a collection of rooms, villas, and residences, a variety of restaurants and bars, and award-winning spa and leisure facilities, we focus on creating thoughtful, personal, and memorable experiences for families, couples, and groups in a true resort setting. 

Behind every exceptional guest experience is a team committed to continuous learning and service excellence. We're looking for a highly organised and proactive Learning & Quality Coordinator to join our Human Resources department. In this role, you'll work closely with the Learning & Development Manager and Director of Quality to coordinate learning programmes, support luxury service standards and quality initiatives, and monitor key performance indicators, helping our colleagues grow and consistently deliver exceptional guest experiences.

• Coordinate and facilitate the New Colleagues' Hotel Orientation programme and support the onboarding process.

• Monitor new colleagues' reviews, mandatory training completion and compliance with IHG Learning Brand Standards.

• Assist the Learning & Development Manager in conducting Training Needs Analysis and preparing the monthly training calendar.

• Coordinate training sessions, workshops and development programmes, including scheduling, attendance tracking and preparation of learning materials.

• Work closely with Departmental Trainers to monitor training activities, completion rates and departmental training plans.

• Maintain accurate training records and monitor the effective use of the IHG Merlin MyLearning platform.

• Assist in coordinating IHG Academy internship programmes and liaising with partner schools and universities.

• Support the Director of Quality in coordinating luxury service initiatives, brand standards assessments and Forbes Travel Guide readiness activities.

• Assist in organising internal service evaluations, hotel inspections and follow-ups on identified service gaps.

• Monitor and track departmental action plans, ensuring timely follow-up on service improvement initiatives.

• Assist in monitoring guest feedback, Guest Love, Guest Satisfaction Index (GSI) and other key hotel performance indicators.

• Coordinate with departments to ensure Standard Operating Procedures (SOPs) and luxury service standards are updated and maintained.

• Support the coordination of luxury service training, workshops and activities aimed at strengthening service culture and enhancing the guest experience.

• Prepare and consolidate monthly Learning & Quality reports, training statistics, service performance results and departmental updates.

• Provide administrative and coordination support for Learning & Development and Quality activities, ensuring effective communication and follow-up across departments.

• Coordinate and facilitate the New Colleagues' Hotel Orientation programme and support the onboarding process.

• Monitor new colleagues' reviews, mandatory training completion and compliance with IHG Learning Brand Standards.

• Assist the Learning & Development Manager in conducting Training Needs Analysis and preparing the monthly training calendar.

• Coordinate training sessions, workshops and development programmes, including scheduling, attendance tracking and preparation of learning materials.

• Work closely with Departmental Trainers to monitor training activities, completion rates and departmental training plans.

• Maintain accurate training records and monitor the effective use of the IHG Merlin MyLearning platform.

• Assist in coordinating IHG Academy internship programmes and liaising with partner schools and universities.

• Support the Director of Quality in coordinating luxury service initiatives, brand standards assessments and Forbes Travel Guide readiness activities.

• Assist in organising internal service evaluations, hotel inspections and follow-ups on identified service gaps.

• Monitor and track departmental action plans, ensuring timely follow-up on service improvement initiatives.

• Assist in monitoring guest feedback, Guest Love, Guest Satisfaction Index (GSI) and other key hotel performance indicators.

• Coordinate with departments to ensure Standard Operating Procedures (SOPs) and luxury service standards are updated and maintained.

• Support the coordination of luxury service training, workshops and activities aimed at strengthening service culture and enhancing the guest experience.

• Prepare and consolidate monthly Learning & Quality reports, training statistics, service performance results and departmental updates.

• Provide administrative and coordination support for Learning & Development and Quality activities, ensuring effective communication and follow-up across departments.