Portfolio Training & Quality Manager – HIEX SAMHI Portfolio

We are seeking a highly motivated and brand-driven Portfolio Training & Quality Manager to oversee learning, development, and quality compliance across 12 Holiday Inn Express hotels within the SAMHI portfolio. The role ensures brand consistency, operational excellence, and guest satisfaction by driving IHG service culture, training initiatives, and quality audits across all properties.

• 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.

• 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.

• 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.

• 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).

• 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.