Conduct training needs analysis of the hotel and departments.
Create the generic training programs for the Hotel such as Orientation and Service Culture…
Set up the whole system of training: standard forms, reporting and filing system, communicating channels, certification, evaluating system, etc.
Set up the system for skill training, certification and assessment for each department. Manage integration and training of all employees into the Company’s standards.
Strive to achieve Company objectives and exemplify the Company concepts and culture.
Maintain compliance with company policies and procedures.
Report regularly on training and quality related achievement measures and performance.
Research and recommend emerging training strategies, tools and coursework.
Work closely with department heads to identify training needs and assist them in setting up the training program for each department.
Communicate regularly and work cohesively with Director of Marketing, Senior Reservations Manager, Revenue Manager, and Reservation Supervisors to ensure highest level of conversion and sales effectiveness exists.
Prepare training schedule on monthly basis and communicate with departments to maximize attendance.
Actively observe and evaluate training activities and make adjustments to ensure the greatest effectiveness of training.
Set up and develop the network of training facilitators/trainers in departments, equip them with necessary skills to conduct departmental training and assist them in performing their tasks.
Develop and implement training and related training programs.
Determine need for additional training modules and develop as necessary. Analyze trends and patterns of service feedback and customer interactions and implement new program based on observations.
Plan, develop and conduct specialized trainings in the areas of customer service, products, sales, computer systems, and productivity.
Source and obtain specialist assistance to conduct training when needed.
Monitor all training activities conducted on and off site.
Build relationship with hospitality schools or universities locally or internationally to bring the Hotel’s training up to international standards.
Build up a data base of relevant training courses available in the market.
Administer the training budget and purchase training materials as required.
Create and administer training certificates for the courses run.
Monitoring the application of programs trained to ensure all associates use the knowledge they learn in the workplace: grooming standards, safety issues, health care, service standards, etc.
Train and lead the frontline staff to achieve the highest levels of quality and consistency of customer service.
Monitor adherence to customer service policies and standards.
Ensure quality assurance standards are met within all departments through feedback and working sessions with department heads.
Define performance benchmarks and create a tracking system to continuously assess customer service staff knowledge.
Develop, implement and promote company and department announcements, programs, policies, procedures, processes and promotions.
Identify and develop staff in training: English teacher, training officer.
Assist in the activities of P&C Department such as recruitment, outsourcing, interviewing, teambuilding activities, outing, etc.
Actively involved in caring for associates and making proposals for associates’ well-being. Tích cực tham gia vào việc chăm sóc nhân viên và đề xuất kiến nghị cho sự thịnh vượng/hạnh phúc của nhân viên.
Respond to employee requests for statements of service/earnings and take responsibility for other general inquiries.
Attend meetings as required.
Carry out any additional duties as requested by the Hotel Management such as Manager on Duty, meetings with local authorities for related matters in training.
Design and coordinate in internship programs for students.