Learning and Development Manager
Millennium Hotels and Resorts
Total des années d'expérience :23 years, 2 Mois
Implemented the learning services of the organization which includes:
• Departmental Trainers Program
• Design and Delivery of Customer Service and Soft Skills Training
• Cross Training Program
• Internship Program
• Leadership Development program
• Personal and Career Development Planning
Created and managed the 2015 to 2016 Learning and Development Budget effectively; by sourcing good quality yet cost effective external training providers, delivering in-house training programs, collaboration with sister properties and managing operating expenses.
Supported the Regional Corporate Office in the design, roll-out and delivery of several key learning projects; new company Orientation Program, Performance Management Program and Competency Framework, Regional Sales Excellence Program.
Built solid cross-functional relationships across the organization and sister properties.
Effectively implemented and managed the Lobster Ink Blended Learning Program.
Managed the hotel Sustainability Program through regular training, monitoring of sustainability practices and monthly meetings and action planning.
Spearheaded the Hotel Quality Team and ensured the implementation and adherence to corporate policies, guidelines, Brand Standards and Dubai Tourism requirements; through ongoing monitoring, internal audits, monthly meetings and action planning.
Facilitated the Hotel Trainer On Job Skills Training Program at the annual company Academy.
Collaborated wit Human Resources to provide a continuous feedback loop related to desired competencies, work processes, etc.
Developed and conducted appropriate training using the Instructional Design Model, in order to achieve high standards of job performance.
Implemented the Departmental Trainers Program and Incentive Policy.
Spearheaded the English Program Project which involved redesigning the English Language Training Curriculum (curriculum planning, workbook and lesson development).
Successfully aided in the design and roll out of a re-engagement workshop in which 700 colleagues were trained in 5 crucial topics over 2 days.
Implemented the E-Learning Club; a forum for self-learning and knowledge sharing through the encouragement of personal development and ‘teach to learn’ practices.
Managed a team of 4 Training Executives through effective Performance Management and Individual Development Planning.
Provided learning support through delivery of company Orientation, Brand Standards Training, Selling Techniques and Performance Management Training to relevant parties.
Oversaw the Performance Review Program and provided support in providing feedback on core competencies.
Created a Training Database for records and implemented the necessary documents and templates required for the Learning and Development Function.
Delivered company and property level training programs.
Managed the process of Banquet Training and Registration in coordination with Jumeirah Hospitality.
Monitored and maintained training operating expenses.
Prepared, managed and conducted English Language training and assessments.
Jumeirah - Wild Wadi Waterpark, Jumeirah Beach Hotel, Burj Al Arab Hotel, Dubai
Dates: January 2008 - February 2010
Position: Control Tower Operator /Rescuer
Responsibilities: • Provide guest services by assisting with queries and other requests.
• Monitoring and recording of ride shut-downs in the park.
• Keeping track of daily rotation of rescuers.
• Operating of specific features in the park.
• Answering the phone and monitoring the radio in order to manage communication between different departments.
• Assisting with the training of new Control Tower Operators and Cross Trainees.
• Ensuring the safety of guests in an aquatic environment as per Ellis and Associates International Aquatic Safety rules.
• Maintaining a zone of coverage by following the 10/20 protection rule and 5 minute strategy.
• Ensuring the cleanliness of the park and pool areas.
Created exciting learning material and teaching aids for the facilitation of lessons.
Dealt with disciplinary issues and communicated with parents on learner’s performance.
Managed all related administration processes and procedures related to the maintaining of learner personal and assessment records.
Attended regular workshops to keep up to date with curriculum changes.
Chaperoned various school events and activities.
Foschini Retail Group, South Africa
Dates: March 2002 - December 2005
Position: Point of Sale Operator / Sales Assistant
Responsibilities:
• Sales of Men's, Ladies' and Children's' wear.
• Stock Control and Monthly Stock Take
• Store Merchandising - Windows and Floor
• Dealing with cash, credit and Lay away transactions
• Daily Cash-ups and Daily banking
• Handling of Petty Cash and Daily Cash Float
• Dealing with Customer Complaints and Requests
• Up-selling to meet sales Targets
• Maintaining the appearance of the store
2012 Chartered Institute of Personnel Development Oakwood International CIPD Diploma in Learning and Development Practice
2003 - 2006 Nelson Mandela Metropolitan University Bachelor's Degree in Education (B Ed - FET)
1998 - 2002 Woolhope Secondary School Senior Certificate
