Training -Manager

Job Scope

• Responsible for managing the hotel’s training function, including developing a qualified departmental learning coordinator (DLC) for each department. Deploying a wide variety of training methods
• Passionate about helping people learn and grow, the position impacts on the skills, knowledge, and attitudes of every resort’s employee and ensure the availability and use of effective resources
• To implement Standard Operating Procedures and systems framework, identifying and assessing future and current training needs and drawing an overall or individualized training and development plan
• Curator & Custodian of ROET Programme
  

Specific Responsibilities

• Ensure effective training programs are in place for the following: o New Employee Orientation, Guardian angel & Onboarding socialization o Talent Development Programme o Department Learning Coordinator o Customer Service Training o Technical job-specific training (through certification of departmental standards and procedures) o Supervisory Skills Training o Management Development o Fire, Life and Safety Training o Upselling Skills o Departments and Universal Brand Standards o Employee retraining
• Aligns the Training Goals with the Resort Goals, ensures the resort scores a minimum of 90% in the Renard Audit, budgeted training man-hours, 90% in offline and online guest feedback, etc.
• Monitor the progress of the Training Plan for each department to ensure that the training objectives are being achieved as per the Resort’s goal and vision
• Establish a training library of books, videos, journals, and audiovisual materials to assist trainers in their training programs and for staff personal development
• Design, produce and implement training programs which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective
• Attend departmental training session and critique performance
• Assist DLC’s in preparing and conducting departmental training and assess accordingly
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
• Conduct regular service excellence trainings & internal audits (Different types of Audits : FAQ’s Audit, HOTEL Facts Audit, IRD Audit, Telephonic Etiquettes Audit, Check-in & Check-out Audit, F&B Outlets Dining Audit, Facilities Audit (Housekeeping/Maintenance For Rooms), GSC Audit, SPA Audit etc.) to ensure compliance with the set standards
  

• Internal & External Training Programs conducted
• Names of the attendees
• Number of people attended
• Duration of training
• Team members trained
  

• Delivers briefings of all internal programs to executive management and department heads
• Assists in the hiring of differently-abled and mentally retarded staff members create a special training program for them and monitor their progress
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Assists in maintaining and creating a positive atmosphere within the hotel that allows for open two way communication that ensures morale and productivity reach the highest possible levels
• Develops and implements recruiting and screening systems and procedures in order to attract qualified candidates for position vacancies
• Monitors the administration of the Performance Appraisal Programme and acts in an advisory capacity to hotel department heads on the process
• Participates in developing and implementing programs to ensure employee security and safety
• Deals with all problems relating to individuals in an understanding, caring and confidential manner
• Maintains hotel Disciplinary Procedures, conducts disciplinary meetings and completes the necessary documentation as necessary
• Ensures that all staff abide by the hotel dress codes and hotel rules
• Contributes towards CSR activities as directed
• Coordinate the preparation of the departmental annual budget & Manage the Department’s expenses
• Liaise with Human Resource team for completing the cycle of recruitment, induction, training & development
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
• Maintain a keen understanding of training trends, developments, and best practices
• Coordinate with the Human Resource Team for the mandatory pieces of training
• Prepares all relevant month-end reports on Training and Development activities of the resort