Muhammed Afshaan
Jeddah
Summary
Dynamic and results-oriented hospitality professional with over 11 years of specialized experience in Human Resources and Learning & Development. Currently leading Learning & Development initiatives for IHG in the Kingdom of Saudi Arabia, leveraging extensive cross-market exposure in both KSA and UAE. Proven expertise in strategic roles within renowned international hotel groups, including IHG, AccorHotels (Rixos), and Rotana, with a strong focus on adapting learning to multicultural workforces. Specializations include strategic L&D and talent development, HR operations, recruitment, payroll, and enhancing guest experiences through effective sales and upselling strategies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Learning and Development & Quality Assurance Manager
Intercontinental Hotels Group - IHG
03.2024 - Current
- Successfully adapted and localized brand-standard training programs for a large Arabic-speaking and multicultural workforce, significantly improving engagement and cultural compliance in line with KSA vision 2030.
- Led the Quality Assurance function, designing and executing compliance checks that aligned learning initiatives with global brand standards for 4321 rooms being the largest IHG hotel in the world.
- Oversaw the execution of the property's Learning & Development strategy, impacting over 300+ colleagues in alignment with strategic business goals.
Interim People Development Manager - Learning & Development
Rixos Hotels & Resort UAE - AccorHotels - Rixos Premium Dubai
02.2022 - 03.2024
- Implemented blended learning initiatives for mid-level managers, contributing to a measurable improvement in leadership effectiveness and also Ennismore Transition as part of Accor Turbo project.
- Revamped the property-specific onboarding program, reducing time-to-productivity for key roles and improving retention in the first 90 days, essential for the highly competitive UAE luxury market.
- Managed L&D for the resort, covering all divisions, including Front Office and Food & Beverage.
- Collaborated with cross-functional teams to develop strategies for talent acquisition and retention.
- Streamlined onboarding processes, effectively reducing new hire ramp-up time.
- Developed an innovative learning management system that enhanced tracking progress and reporting capabilities for all employees'' professional development activities.
- Evaluated employee skill sets, identifying knowledge gaps, and providing customized training solutions.
Sales Trainer, Field and Customer Relations Manager
Allianz Insurance
12.2020 - 01.2022
- Led field training and customer relations initiatives, bridging the gap between sales strategy and frontline execution.
- Facilitated workshops utilizing role-playing scenarios to enhance customer interaction skills.
- Mentored new sales staff, providing guidance on best practices and company policies.
- Analyzed training outcomes, recommending improvements for future educational content and strategies.
- Maintained up-to-date knowledge of industry trends, integrating relevant insights into training materials.
- Managed recruitment, training and development for highly effective sales team.
- Developed and led group training courses to align with corporate sales and service goals.
- Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
Rooms Division Inspire Management Trainee & Duty Manager
AccorHotels Worldwide
02.2020 - 06.2020
- Gained critical operational experience in the highly demanding Dubai market, overseeing daily hotel operations and guest services.
- Developed training programs for new staff to enhance service standards and operational efficiency.
- Analyzed performance metrics to identify areas for operational improvement and strategic development.
- Led project teams in the execution of marketing campaigns aimed at increasing customer engagement and retention.
- Streamlined communication channels between departments, enhancing collaboration and reducing response times.
- Provided strategic recommendations based on market research to drive business growth and optimize resource allocation.
- Improved management skills by participating in rigorous training programs and workshops.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
Assistant Manager Learning and Development
Cinnamon Hotels & Resorts John Keells Holdings
08.2018 - 12.2019
- Developed and implemented training programs to enhance employee skills and performance.
- Led cross-functional teams to drive learning initiatives aligned with organizational goals.
- Evaluated training effectiveness through feedback collection and analysis, driving continuous improvement.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Human Resources and Talent Acquisition Executive
The Ramada Hotels and Suites (Wyndham Group of Hotels)
06.2016 - 05.2018
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
L&D Coordinator
Rotana Hotel Management Corporation PJSC
10.2014 - 05.2015
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Monitored front areas so that questions could be promptly addressed.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Education
Bachelor of Science - International Management, International Business
University of Plymouth
United Kingdom01.2018
Associate of Science - Tourism and Hospitality
University of Colombo
Colombo01.2014
Associate of Arts - Human Resources Management
National Institute Of Business Management
Colombo01.2013
Skills
- Strategic learning and development
- Tailoring education for diverse teams
- HR Operations, Recruitment & Payroll
- Rooms Division Management / Sales & Upselling expert
- Human Resources and Quality Assurance
- Learning Governance
- Vocational Pathways
- ROI Measurement
- Global L&D Alignment
- Budget & KPI Tracking
- Learning Analytics
- Axonify
- Adobe
- Survey Monkey
- Data-Driven Learning
- Vendor Management
- Cross-Property Execution
- Luxury Hospitality Training
- LMS Platforms: Accor - INES, IHG - Merlin
- Training Design & Facilitation Tools: Canva, Articulate, PowerPoint
- Analytics & Reporting: Excel, HRIS, LMS Dashboards
- Office Tools: MS Office, Google Workspace
Certification
- Certified Trainer & Hospitality Transformer - Accor
- MDP Trainer - IHG Academy (Certified for Learning & Development Professionals)
- Facilitator - Rotana Hotels
- Certified in Learning & Development / Instructional Design - LinkedIn Learning
- Certified Coaching & Mentoring Professional (Reading)
Professional References
- Marichu Estole, Director of Human Resources, Accor (Rixos Gulf) Corporate Office, +971558765107, marichu.estole@rixos.com
- Sujeeve Imran Saleem, Director Learning and Development & Quality/Service Excellence, Mandarin Oriental Hotels and Resorts, +966500909882, Imran.saleem@mohg.com
Personal Information
- Available: Available to join immediately
- Relocation: UAE
Timeline
Learning and Development & Quality Assurance Manager
Intercontinental Hotels Group - IHG
03.2024 - Current
Interim People Development Manager - Learning & Development
Rixos Hotels & Resort UAE - AccorHotels - Rixos Premium Dubai
02.2022 - 03.2024
Sales Trainer, Field and Customer Relations Manager
Allianz Insurance
12.2020 - 01.2022
Rooms Division Inspire Management Trainee & Duty Manager
AccorHotels Worldwide
02.2020 - 06.2020
Assistant Manager Learning and Development
Cinnamon Hotels & Resorts John Keells Holdings
08.2018 - 12.2019
Human Resources and Talent Acquisition Executive
The Ramada Hotels and Suites (Wyndham Group of Hotels)
06.2016 - 05.2018
L&D Coordinator
Rotana Hotel Management Corporation PJSC
10.2014 - 05.2015
Bachelor of Science - International Management, International Business
University of Plymouth
Associate of Science - Tourism and Hospitality
University of Colombo
Associate of Arts - Human Resources Management
National Institute Of Business Management