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
Saudi Arabia
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
Dubai, 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
Colombo, Sri Lanka
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
Marina, Dubai, Dubai
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
Colombo, Sri Lanka
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)
Colombo, Sri Lanka
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
Abu Dhabi Airport, UAE
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