Assistant Learning & Development Manager

Job Description

Establishment of Training Tools

• 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

Qualifications

• Positive Orientation.
• Operational Decision Making.
• Self-Development & Management.
• Bachelor's degree in a relevant field of work, or an equivalent combination of education and work-related experience.
• Experience of 2 years in L&D roles within the hospitality industry with track record.
• Proven progressive work-related experience in managing and directing the development and delivery of learning or organization development programs in a multi-unit organization.
• Highly developed oral and written communication skills.
• Demonstrated proficiency in designing and delivering effective learning programs to multi-cultural, multi-level audiences.
• Broad understanding of people strategy, including the drivers of organization effectiveness.
• Strong organizational skills, ability to project manage and execute.
• Ability to develop and design new and unique content.
• Multicultural awareness and ability to work with people from diverse cultures.
• Demonstrated teamwork communication including ability to coach and deliver feedback in a constructive manner.
• Excellent interpersonal, and team leadership skills.
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Flexibility to adapt to a dynamic and fast-paced environment.