Learning & Development Manager

Job Description

v Develops & implements strategies for hotel / departments v Monitors status regularly and adjusts strategies as appropriate v Develops & implements training plans which are aligned with hotel’s business strategies v Analyses guest feedback results frequently and identifies trends v Conducts brand service training / refresher sessions v Partners with HODs / Departmental Trainers to develop strategies for keeping Yes I Can! alive within the respective functions. v Provides all new employees with a comprehensive induction program as part of the First 30 Days with Brand program to enable them to be orientated and efficiently productive from commencement v Conducts soft skills training and follows-up with participants to assess utilisation of new skills. v Ensures that employees attend all compliance training as scheduled; maintains and reviews tracking system regularly v Gives personal attention, takes personal responsibility and uses teamwork when providing guest service v Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems v Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis v Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction v Performs other duties required to provide the service brand behavior and genuine hospitality § Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance § Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position § Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment § At all times projects a favourable image of the hotel to the public REQUIREMENTS § Minimum of three years’ progressive operations / functional experience at managerial level. § Bachelors degree preferred, certificate in related field required § An effective departmental Trainer § Collaborate effectively with other hotel employees and managers to ensure teamwork § Able to effectively conduct learning and development activities § Experience in managing brand standards § Able to collaborate effectively with hotel employees and HODs / managers to ensure teamwork § Strong verbal / written communication skills and interpersonal effectiveness § Pleasant personality INDMANAGE