Compilation and updating of the requisite technical training manuals and tools per field, in collaboration with the Regional Office.
Helps in coordinating and supports yearly performance reviews for supervisory staff together with the People & Culture team.
Orders and organizes distribution of Training Certificates.
Evaluates guest needs from feedback of the guest questionnaires and compiles relevant measures for correction or improvement.
Administration
Compiles course/training requirements and attendance.
Compiles hotel inspection reports, on the job observance.
Ensures proper course material and up-dated job descriptions for in-house Departmental Trainers are available for all departments. Continuously adapts them with relevant supervisors to their operational requirements.
Counseling of supervisors/employees in training matters (How to Train, etc.).
Establishes monthly training, quality, and business summary reports according to Hotel's/regional office requirements.
Implements hotel Learning & Development standards
Co-ordinates up-dating of personal files of employees together with the P&C Team.
Ensures that individual development plans are put together on an annual basis for Heads of Departments and below in the property
Proper Quality Reporting and action planning implementation according to time frame.
Training
Training of in-house Departmental Trainers, and selecting of those to cover every required field
Conducts co-ordinates and supervises all kinds of internal technical training and courses of the Department Heads and supervisors.
Ensures that departmental training schedules are established every month in advance.
Co-ordinates training activities in coordination with General Manager, HODs and Area Director of Learning and Development when applicable.
Oversees the property induction process and programmes
Evaluates and updates property training programmes and initiatives
Identifies strategic partners for development and delivery of training when appropriate
Drives e-learning within the property
Follows up with participants of external courses (including Accor Academy /HERO Learning modules) to ensure learning is applied in the workplace
Quality
Lead planning activities for Quality
Lead a team of quality assurance committee that performs quality assurance checks. This includes hiring, skill development, and managing performance.
Setting quality assurance objectives and ensuring that targets are achieved.
Conduct monthly Quality Assurance meeting debate planning and action plans, and discussing the quality status quo and areas of development.
Monitor the guest feedback and staff performance and assess the pros and cons and assist finding keys to develop and maintain high quality.
Assists in new hire or recurrent training delivery as required.
Review Global Brand Compliance assessment and improvement reference with the hotel department heads and ensure setting and implementation of the action plans required.
Promote quality and performance improvement throughout the hotel.
Identifying relevant quality-related training needs and deliver training.
Gather relevant data and produce statistical reports in a monthly basis.
Conducts internal Audits and inspections to ensure standards and objectives are met
Coach and motivate managers and staff and display high influencing skills
Performs special projects and other duties as assigned by management as required.
General
Informs GM-HODs-Supervisors regarding important events and news from within the hotel operation to avoid misunderstandings and rumors/gossip.
Is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
Activities shall be guided by the principles shown within the Learning and Development purpose and objectives.
Familiar with the Trust You and Quality related systems
Metrics
Learning and Development Audit/Peer Audit
Brand Audit
Trust You
Learning & Development Budget
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