1. Training Strategy & Planning
- Develop and implement the annual training plan for the Rooms Division.
- Conduct training needs analysis in collaboration with Heads of Departments (HoDs).
- Align departmental training objectives with hotel KPIs and brand standards.
- Ensure compliance with brand, and LQA standards where applicable.
2. Service Excellence & Brand Standards
- Facilitate luxury service training programs in line with Raffles standards.
- Conduct onboarding and induction programs for new Rooms Division Heartists.
- Reinforce personalized guest experience training and service recovery techniques.
- Support mystery audit preparation and quality assurance initiatives.
3. Operational & Technical Training
- Deliver technical training related to:
- Opera PMS and Front Office systems
- Housekeeping standards and inspection procedures
- Guest communication and complaint handling
- VIP and protocol handling
- Partner with department leaders to ensure SOP adherence.
4. Leadership Development
- Coach Supervisors and Duty Managers on:
- Team leadership
- Performance management
- Coaching and feedback techniques
- Support succession planning initiatives within Rooms Division.
5. Performance & Quality Monitoring
- Monitor training effectiveness through:
- Guest satisfaction scores
- Audit results
- Service feedback
- Track and report training hours and participation.
- Conduct post-training evaluations and follow-up coaching.
6. Compliance & Mandatory Training
- Ensure mandatory trainings are conducted and recorded, including:
- Health & Safety
- Fire & Life Safety
- Data privacy
- Code of Conduct
- Maintain accurate training records and reports.
7. Digital Learning & Innovation
- Utilize LMS platforms and digital tools for learning delivery.
- Integrate AI-supported learning solutions where applicable.
- Promote continuous learning culture within the division.