As the Learning & Development Manager, you’ll be responsible for managing the hotel’s learning & development function, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results.
The Learning & Development Manager position impacts on the skills, knowledge and attitudes of every hotel employee and ensures the availability and use of effective resources. The position also plays a leading role in promoting the desired work culture around the Winning Ways of the InterContinental Hotels Group and the brand ethos.
Your day-to-day:
People
Create training programmes to foster a positive work environment for all employees. Support and administer an annual team member satisfaction survey
Educate and train managers on Crowne Plaza on-boarding programs/ Winning Culture in accordance with hotel or company policies including, performance management process, and related programmes to foster productivity, and enhance performance
Analyze training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review
Familiarize yourself with the IHG HR and Training Standards, localizing where necessary
Ensure effective training programs are in place for the following:
New Employee Orientation
IHG Frontline
Customer Service Training
Technical job specific training (through certification of departmental standards and procedures)
Supervisory Skills Training
Management Development
Fire, Life and Safety Training
Selling Skills
Employee retraining
Establish a training library of books, videos, journals and audio-visual materials to assist trainers in their training programs and for staff personal development
Design, produce and implement training programmes 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
Liaise with other IHG Training Managers to share experiences and resources
Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
Regularly communicates with staff and maintains good relations
Contributes towards regional activities as directed by Director of Human Resources / General Manager
Guest Experience
Regular monitoring and evaluation of Guest Love scores
Develop creative ways to inspire and motivate team members to provide guests with a unique experience
Make time to interact with guests to solicit feedback and build relationships to understand how team members can increase guest satisfaction
Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience
Use IHG benchmarks to monitor the success of training programs and amend your efforts accordingly. Eg: Guest HeartBeat scores, achievement of budget, etc
Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
Conducts/Drive Service Standard Audits and share feedback with department heads
Financial
Assist in the creation of and work within the established L&D/Training department budget and control expenses
Monitor industrial trainees/interns/vocational trainees to manage costs and ensure statutory/IHG Academy compliances
Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
Effective utilization of Industrial Trainees to control PTEB
Responsible Business
Develop awareness and reputation of the hotel and the brand in the local community and promote team member involvement in local community
Prepare and monitor training programs for IHG Academy
Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training
Liaise with educational institutions conducting hospitality and training courses
Ensure the e- learning training is carried out on a timely basis
Support drive IHG Corporate Responsibility initiatives at the hotel
Perform other duties as assigned. May also serve as manager on duty
Accountability
This job is the top Learning and Development role in large, luxury, resort or major flagship hotel with extensive facilities and services, a number of outlets, and catering and convention facilities. This is typically the only Training lead in a full-service hotel. May supervise Training coordinator/Interns in a larger hotel. Ensures optimum utilization of hotel Training budget
What we need from you?
Bachelor’s degree or Diploma in Hotel Management/Bachelor's in Human Resources Management/equivalent
Minimum 3 years of relevant positions, or an equivalent combination of education and experience in Quality and Continuous Improvement process of Hospitality industry
Excellent organizational and leadership skills
Outstanding in communication skills, presentation skills, problem solving skills and works as a teamwork player
In depth understanding of quality control procedures and relevant legal standards
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
