Cluster Learning & Development Manager - Human Resources - InterContinental Hotels Group® Dubai Festival City

Role Overview

Cluster Learning & Development Manager – Human Resources role at InterContinental Hotels Group®, Dubai Festival City.

Company Overview

InterContinental Hotels and Resorts is the world's first and most global luxury hotel brand, pioneering international travel since the 1940s. The IHG Hotels cluster at Dubai Festival City comprises four hotels: InterContinental (luxury and lifestyle), InterContinental Residence Suites (lavish long-stay), Crowne Plaza (premium), and Holiday Inn & Suites (essentials). The cluster operates over 1,600 rooms, 16 restaurants and bars, a 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, Spa InterContinental, state-of-the-art gym and swimming pool facilities, and employs over 1,200 colleagues.

Role Purpose

Drive the Learning & Development strategy across the Dubai Festival City hotel cluster to align with business priorities, brand expectations, and luxury service ambition. Own the implementation and effectiveness of IHG University, lead leadership and talent development, enable departmental trainers, and measure learning impact to support service excellence and colleague growth.

Key Responsibilities

Learning Strategy & Planning

• Drive the property Learning & Development strategy aligned to business priorities, brand expectations, and luxury service ambition.
• Conduct a structured Learning Needs Analysis and translate insights into a clear annual learning plan and calendar.
• Establish learning governance to ensure consistency, relevance, and accountability across departments.

IHG University Implementation

• Own the implementation, adoption, and ongoing effectiveness of IHG University across the property.
• Ensure all mandatory, brand, and role-based learning pathways are actively deployed, tracked, and completed.
• Partner with leaders to embed IHG University learning into daily operations and on-the-job application.

Leadership & Talent Development

• Facilitate leadership development journeys for supervisors, managers, and senior leaders using approved IHG learning content.
• Deliver in-person instructor-led training on guest experience and leadership topics.
• Support PDPs and succession planning by identifying development priorities for high-potential talent in partnership with People & Culture and department heads.
• Support leaders to coach, develop, and performance-manage their teams effectively.

Departmental Trainer Enablement

• Lead and sustain a strong Departmental Trainer framework that enables learning to be delivered and reinforced within departments.
• Train, coach, and support departmental trainers to ensure consistency, confidence, and effectiveness.
• Monitor trainer capability and intervene where performance gaps exist.

Onboarding & Core Learning

• Lead the property onboarding experience, ensuring alignment with IHG University pathways and brand expectations.
• Facilitate or oversee delivery of all core learning programs supplied by IHG.
• Ensure learning pathways are clear for new colleagues, new supervisors, and newly appointed managers.

Measurement & Impact

• Track learning completion, engagement, and effectiveness using IHG University and other approved tools.
• Evaluate learning impact beyond attendance, focusing on application, behaviour change, and performance improvement.
• Use insights to continuously refine learning priorities and delivery.

Stakeholder Partnership

• Act as a trusted learning partner to the Hotel Leadership Team.
• Coach leaders to take ownership of learning outcomes within their departments.
• Collaborate with Operations, Quality, and Brand teams to ensure learning supports service excellence.

Qualifications & Experience

• Bachelor's degree or equivalent professional experience.
• Minimum 3–5 years' experience in Learning & Development, ideally within luxury hospitality or service-led environments.
• Proven experience implementing and driving enterprise learning platforms such as IHG University or similar systems.

Skills & Competencies

• Strong facilitation, coaching, and stakeholder influencing skills.
• Solid understanding of adult learning principles and blended learning delivery.
• Ability to diagnose performance gaps and translate them into effective learning interventions.
• Confident communicator with credibility across operational and leadership teams.

Additional Information

• Competitive salary that rewards hard work.
• Impressive room discounts.
• Access to some of the best training in the business.
• myWellbeing framework supporting health, lifestyle, and workplace wellbeing.
• Inclusive workplace culture celebrating differences and welcoming diverse backgrounds, experiences, and perspectives.
• Room to Belong, Room to Grow, and Room to Make a Difference in a collaborative environment.