Learning & Development Consultant
Private
Total des années d'expérience :27 years, 4 Mois
Available for Learning & Development projects - speciality: creating material, advising on implementing programs to achieve business objectives, vocational programs or apprenticeships.
• Design, develop, facilitate and evaluate courses for various levels of employees, such as: Train the
Trainer; Performance Review, Behaviour Based Interviewing; Communication; First Time Leader; Handling Difficult People
• Market all training, quality and any internal initiatives that are relevant to employees' development.
• Develop job aids, which help departments to achieve their service and internal goals, e.g. Manager on
Duty checklists, Department Induction Manuals and training checklists, etc.
• Drive quality of service and ensure we achieve our targets for LQA (Leading Quality Assurance)
• Report, service and training performance using corporate quality dashboards.
Current projects:
o Conceptualizing Olympics themed staff events for summer, which includes LQA (Leading Quality Assurance) awareness, mass completion of overdue HR processes (e.g. performance reviews) and employee social activities.
o Driving Quality of Service by guiding Directors to define hotel's Quality Vision Statement and securing their commitment to participate in Internal Standards Testing campaign.
o Designing Supervisory Development Program and HR Toolkits (for Managers)
o Working with Department Trainers to Audit and update existing Standard Operating Procedures and Policies for all Departments, to ensure documents comply with service practices.
Pre-opening projects:
o Developed and implemented critical path for Training and Quality Control.
o Designed and facilitated Induction Training and New Managers Induction.
o Assisted with set up for Human Resources systems: writing policies, proof reading procedures for HR.
o Prepared training budget of 307, 000 AED for pre opening.
o Facilitated training at sister property, Hotel Savoy (Florence, Italy)
o Designed templates and proof read job descriptions.
o Edited employee handbook.
o Represented company on recruitment trips to South Africa and Kenya.
o Assisted with visa process for new employees.
Mar 2010 - Apr 2010 Explored Egypt: Nueiba, Aswan, Luxor
Mar 2009 - Mar 2010 Savoy Hotels and Resorts Intl. (Egypt)
Director of People Development - Role covered 3 resorts and 1 entertainment district (1, 300 employees), in the following areas
Introduced ‘New Managers’ Orientation’ and ‘Who’s our new…Manager’ e-shots.
Revived the Language Training Program with 2 full time English Teachers and 1 full time Russian Teacher.
Reallocated the offices and training rooms and updated training resources such as AV equipment and training materials.
Coordinated with the Egyptian Tourism Federation and the Ministry of Tourism to conduct mass training for line employees and managers; setting up eCornell for managers and AMIDEAST TOEIC evaluation and courses for managers who need to improve their English before enrolling on the eCornell courses.
Coordinated Six Sigma Lean Green Belt training with Motorola University for 8 managers and follow up coaching sessions.
Coached the Savoy Club by enhancing their presentation skills.
Mentored the management trainees during their internship.
Coached and evaluated the Housekeeping Training Coordinator into his next step - Assistant Training & Quality Assurance Manager.
Supervised preparation for the successful upgrade of ISO 9001:2008
Updated recruitment system: adjusted job requisitions, redesigned application forms, recruitment tests and reports.
Designed advertisements and processed subsequent applications generated from online recruitment resources.
Designed and created new waiting area for interview applicants and internal guests.
Initiated and maintained business relations with recruitment agencies in the Philippines and Indonesia
Initiated and coordinated visits to universities and Hotel Institutions for Savoy’s Summer Internship Program 2009
Edited English version of Employee Handbook to facilitate publication.
Wrote and implemented separate Grooming and Hygiene policies.
Four Seasons Resort Seychelles: task force Dec 2008
Four Seasons Resort Mauritius: pre opening Jul - Oct 2008
Four Seasons Hotel Mumbai: pre opening Nov 2007 - Jul 2008
Four Seasons Resort Sharm El Sheikh, Four Seasons Cairo: Cross exposure July 2005
Four Seasons Resort Maldives: Nov 2004 - Jun 2007
Designed materials and facilitated orientation - 450 employees.
Facilitated Supervisory Development Programs; implemented New Manger Orientation Programs; adapted Designated Trainers Workshops
Facilitated Management Development Programs such as Coaching Fundamentals, Stress & Time Management, Delegating, the Guest Experience, Change.
Implemented Four Seasons initiatives (e.g. Guest Experience Program, e-learning program)
Measured success of learning sessions, especially those facilitated by Senior Mangers.
Set up corporate Standards Testing Database to control quality and awareness of service levels.
Partnered with Department Heads and Senior Management to analyze and improve levels of service using guest feedback forms and on the job observation/testing.
Identified, coached, conducted reviews and determined goals for Learning team including Math and Language Teachers.
Implemented and supervised training tracking and administration
Sourced external trainers for Fire, Health & Safety and Grooming training
Prepared and administered Learning budget of over 120, 000 USD.
Performed annual Learning needs analysis and designed training calendars accordingly
After 2004 Asian tsunami assisted in processing immigration documents to place 250 of our employees at other Four Seasons Hotels and Resorts
Administered the Four Seasons Maldives Apprenticeship Program - 75% of graduates were hired by the company; advised the Maldivian government on White Paper for national Apprenticeship Program sponsored by the Asian Development Bank.
Implemented Staff Library and policy and procedure.
2002 - 2003 Night Switchboard Operator Landmark Hotel (London)
1999 - 2002 Switchboard Operator Four Seasons Hotel (London)
1998 - 1999 Private English Tutor Self employed Salamanca (Spain)
1996 - 1998 Sales Representative Harrods, Selfridges (London)
2002 - 2004 MA - Masters of Arts Degree Westminster University (London) in Translation & Linguistics
1996 - 2001 BA (Hons) - Bachelor of Arts London Guildhall University (London) Law and Spanish
1998 - 1999 Erasmus Program - Law Faculty Salamanca University (Spain)
