About the Role
Join a vibrant hotel environment where you can make a significant impact on our team's development and enrich the guest experience. As part of our Learning and Development team, you will be responsible for designing, coordinating, and implementing training programs that promote a culture of continuous learning and excellence in service. You will work closely with various department heads to evaluate training needs and ensure that all staff receive the necessary skills and knowledge to perform their roles effectively.
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Responsibilities
Establishment Training Tools
- Compile and update technical training manuals and tools, collaborating with the Area Director of Learning & Development.
- Familiarize with Corporate Talent Strategy, ensuring its effective application.
- Assist in coordinating yearly performance reviews for supervisory staff alongside the People & Culture Department.
- Order and organize the distribution of Training Certificates.
- Maintain confidentiality regarding departmental issues and conflicts.
- Evaluate customer feedback from guest questionnaires to implement corrective measures.
Administration
- Compile training course requirements and attendance records.
- Maintain hotel inspection reports through on-the-job observations.
- Ensure availability of proper course material and updated job descriptions for in-house trainers.
- Counsel supervisors and employees on training matters.
- Establish monthly training, quality, and business summary reports as required.
- Implement MHR Learning & Development standards.
- Update personal files in coordination with the People & Culture Department.
- Develop individual development plans for department heads and staff annually.
- Ensure quality reporting and action planning is timely and effective.
Training
- Train in-house Departmental Trainers and select them for various required fields.
- Coordinate, supervise, and conduct internal technical training for Department Heads and supervisors.
- Establish monthly departmental training schedules in advance.
- Participate in training activities with the General Manager, HODs, and Area Director of Learning & Development when applicable.
- Oversee the property induction process and programs, including WTM.
- Ensure all training is completed as per the company Training Matrix.
- Evaluate and update property training programs and initiatives.
- Identify strategic partners for training development and delivery as needed.
- Promote e-learning within the property.
- Follow up with external course participants for real-world application.
Quality
- Lead planning activities for Quality assurance.
- Manage a quality assurance committee to ensure performance standards.
- Set quality assurance objectives and monitor achievement.
- Conduct monthly meetings to discuss quality status and improvement areas.
- Analyze guest feedback and staff performance to identify development keys.
- Assist in training delivery for new hires or recurrent training.
- Review Global Brand Compliance assessments and work with department heads on action plans.
- Promote overall quality and performance improvement throughout the hotel.
- Identify quality-related training needs and deliver relevant training.
- Produce monthly statistical reports based on gathered data.
- Conduct internal audits and inspections to maintain standards.
- Coach managers and staff while utilizing strong influencing skills.
General
- Keep General Manager and department heads informed about key events and operations to prevent misunderstandings.
- Be familiar with all company documentation and relevant Operational Standards Manual.
- Align activities with the Learning and Development objectives.
- Engage in regular exchanges of technical know-how with colleagues in corporate learning & development.
- Familiarity with Trust You and quality-related systems is beneficial.
Qualifications
- 2–3 years of experience in Learning & Development, Human Resources, or training coordination roles within the hospitality sector.
- Bachelor’s Degree in Human Resources, Business Administration, Organizational Psychology, Hospitality Management, or a related field.
- Certification as a Trainer or equivalent, demonstrating expertise in adult learning principles, instructional design, and facilitation techniques.
- Proven experience in designing, delivering, and evaluating comprehensive learning and development programs.
- Strong leadership skills with an ability to foster a culture of continuous learning.
- Excellent communication and interpersonal skills, capable of building effective relationships at all organizational levels.
- Innovative approach to driving Learning & Development practices aligned with industry trends.
Additional Information
- Customer-related experience is an asset.
- Ability to thrive in a fast-paced environment while remaining composed.
- Excellent communication skills and professional presentation are essential.
- Strong team player, with the ability to collaborate effectively with colleagues.
- Committed to Diversity & Inclusion, aiming to attract and promote diverse talent.
